HP ZBook 15u G3 Mobile WorkstationHP EliteBook 850 G3

HP ZBook 15u G3 Mobile WorkstationHP EliteBook 850 G3
HP ZBook 15u G3 Mobile Workstation
HP EliteBook 850 G3 Notebook PC
HP EliteBook 840 G3 Notebook PC
Maintenance and Service Guide
© Copyright 2015 HP Development Company,
L.P.
AMD and AMD Radeon are trademarks of
Advanced Micro Devices, Inc. Bluetooth is a
trademark owned by its proprietor and used by
HP Inc. under license. Intel and Core are
trademarks of Intel Corporation in the U.S. and
other countries. Linux® is the registered
trademark of Linus Torvalds in the U.S. and
other countries. Microsoft and Windows are
either registered trademarks or trademarks of
Microsoft Corporation in the United States
and/or other countries.
For DTS patents, see http://patents.dts.com.
Manufactured under license from DTS
Licensing Limited. DTS, the Symbol, & DTS and
the Symbol together are registered
trademarks, and DTS Studio Sound is a
trademark of DTS, Inc. © DTS, Inc. All Rights
Reserved
.
Product notice
This guide describes features that are common
to most models. Some features may not be
available on your computer.
Not all features are available in all editions of
Windows 10 or Windows 8. This computer may
require upgraded and/or separately purchased
hardware, drivers and/or software to take full
advantage of Windows 10 or Windows 8
functionality. See http://www.microsoft.com
for details.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
First Edition: October 2015
Document Part Number: 831002-001
Important Notice about Customer Self-Repair Parts
CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an
authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair
parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for
Authorized Service Provider only parts," can damage the computer or void your warranty.
iii
iv
Important Notice about Customer Self-Repair Parts
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the
device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat 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 airflow. 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 defined by the International Standard for Safety of Information Technology
Equipment (IEC 60950-1).
v
vi
Safety warning notice
Table of contents
1 Product description ....................................................................................................................................... 1
2 External component identification .................................................................................................................. 7
Right ....................................................................................................................................................................... 7
Left ......................................................................................................................................................................... 9
Display ................................................................................................................................................................. 10
Top ........................................................................................................................................................................ 11
TouchPad ........................................................................................................................................... 11
Lights ................................................................................................................................................. 12
Buttons, speakers, and fingerprint reader ........................................................................................ 14
Keys ................................................................................................................................................... 16
Using the hot keys ............................................................................................................................. 17
Bottom ................................................................................................................................................................. 19
Front ..................................................................................................................................................................... 20
Locating system information .............................................................................................................................. 20
3 Illustrated parts catalog .............................................................................................................................. 22
Computer major components .............................................................................................................................. 22
Display assembly subcomponents ...................................................................................................................... 25
Plastics kit ............................................................................................................................................................ 26
Mass storage devices ........................................................................................................................................... 27
Miscellaneous parts ............................................................................................................................................. 28
4 Removal and replacement procedures preliminary requirements .................................................................... 30
Tools required ...................................................................................................................................................... 30
Service considerations ......................................................................................................................................... 30
Plastic parts ....................................................................................................................................... 30
Cables and connectors ...................................................................................................................... 31
Drive handling ................................................................................................................................... 31
Grounding guidelines ........................................................................................................................................... 32
Electrostatic discharge damage ........................................................................................................ 32
Packaging and transporting guidelines .......................................................................... 33
Workstation guidelines ................................................................................................... 33
Equipment guidelines ..................................................................................................... 34
vii
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 35
Component replacement procedures .................................................................................................................. 35
Bottom cover ..................................................................................................................................... 35
Battery ............................................................................................................................................... 40
Hard drive .......................................................................................................................................... 41
SSD ..................................................................................................................................................... 43
Memory modules ............................................................................................................................... 44
WLAN/Bluetooth combo card ............................................................................................................ 46
WWAN module ................................................................................................................................... 48
Keyboard ........................................................................................................................................... 50
6 Removal and replacement procedures for Authorized Service Provider parts ................................................... 54
Component replacement procedures .................................................................................................................. 54
RTC battery ........................................................................................................................................ 55
Internal base plate ............................................................................................................................ 56
Heat sink/fan assembly .................................................................................................................... 59
Fingerprint reader assembly ............................................................................................................. 62
Power button board .......................................................................................................................... 63
Touchpad button board ..................................................................................................................... 66
NFC module ....................................................................................................................................... 68
Smart card reader board ................................................................................................................... 69
USB/audio board ................................................................................................................................ 71
System board .................................................................................................................................... 72
Speaker assembly ............................................................................................................................. 75
Display assembly ............................................................................................................................... 76
Top cover ........................................................................................................................................... 81
7 Troubleshooting guide ................................................................................................................................. 82
Resources ............................................................................................................................................................. 83
General troubleshooting steps ............................................................................................................................ 83
Identify the issue ............................................................................................................................... 84
1. Understand the issue .................................................................................................. 84
Boot up sequence ......................................................................................... 84
Failure classification ..................................................................................... 84
2. Examine the environment .......................................................................................... 86
3. Perform a visual inspection of hardware ................................................................... 87
4. Update BIOS and drivers ............................................................................................. 87
Manually updating BIOS and drivers ............................................................ 87
Remotely deploying BIOS and drivers .......................................................... 87
Analyze the issue ............................................................................................................................... 87
viii
5. Remove or uninstall recently added hardware, software .......................................... 87
6. HP Hardware Diagnostics and Tools ........................................................................... 88
HP PC Hardware Diagnostics (UEFI) ............................................................. 88
HP Support Assistant (HPSA) ....................................................................... 90
HP BIOS Configuration Utility (BCU) ............................................................. 91
HP Image Diagnostic Tool ............................................................................. 91
HP Thermal Monitor ..................................................................................... 91
Non HP diagnostics tools ............................................................................. 91
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 92
Status lights .................................................................................................. 92
Blinking light codes ...................................................................................... 93
POST error messages ................................................................................... 93
Power Good (Troubleshooting) lights .......................................................... 94
Resolve the issue ............................................................................................................................... 95
8. Hard reset .................................................................................................................... 95
9. Soft reset (Default Settings) ....................................................................................... 96
10. Reseat cables and connections ................................................................................ 96
11. Test with minimum configuration ............................................................................ 97
Essential hardware configuration ................................................................ 97
Safe mode ..................................................................................................... 98
12. Test with verified working configuration (hardware and/or operating system) ..... 98
13. Replace the system board ........................................................................................ 98
Verify solution ................................................................................................................................... 99
Helpful Hints ........................................................................................................................................................ 99
At startup ........................................................................................................................................... 99
During operation ............................................................................................................................. 100
Consulting with HP Service ............................................................................................................. 100
Common issues and possible solutions ............................................................................................................ 101
Power-on issues .............................................................................................................................. 101
No Power ....................................................................................................................... 101
Intermittent power-on, shutdown, reboot ................................................................... 103
AC adapter issue ........................................................................................................... 104
Battery not recognized, not charging ........................................................................... 104
Battery discharges too fast .......................................................................................... 106
Burnt smell .................................................................................................................... 107
POST ................................................................................................................................................ 107
No video (with power) ................................................................................................... 107
Blinking lights ............................................................................................................... 108
Diagnostics error messages ......................................................................................... 109
BIOS password .............................................................................................................. 110
ix
Performance (OS) ............................................................................................................................ 110
Intermittent shutdown ................................................................................................. 111
Blue screen .................................................................................................................... 112
Freeze at Windows Logo (hang/lockup) ....................................................................... 114
Electromagnetic Interference (EMI) .............................................................................. 115
No wake up .................................................................................................................... 116
Unresponsive ................................................................................................................ 117
Slow performance ......................................................................................................... 117
HP Smart Adapter warning message ........................................................................... 118
Incorrect time and date ................................................................................................ 118
Display ............................................................................................................................................. 119
Display anomalies ......................................................................................................... 119
Symptom .................................................................................................... 119
Quick check ................................................................................................. 120
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 120
Display assembly diagram ......................................................................... 121
Dead pixel ..................................................................................................................... 121
No video (internal) ........................................................................................................ 121
No video (external) ....................................................................................................... 122
DisplayPort/VGA ........................................................................................................... 122
HDMI .............................................................................................................................. 122
No or bad external video via docking ........................................................................... 123
Incorrect or missing color/distorted image .................................................................. 123
Touch screen ................................................................................................................. 124
I/O devices ....................................................................................................................................... 125
Keyboard ....................................................................................................................... 125
Keyboard point stick ..................................................................................................... 126
Keyboard backlight ....................................................................................................... 126
TouchPad ....................................................................................................................... 127
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 127
Network connectivity wireless (WLAN) ........................................................................ 128
WWAN .............................................................................................................................. 48
USB ................................................................................................................................ 130
Smart card reader ........................................................................................................... 69
Speaker, headphone - audio issues .............................................................................. 132
Thunderbolt (TB) ........................................................................................................... 133
Storage ............................................................................................................................................ 134
Hard drive/solid-state drive not recognized ................................................................ 135
No boot to operating system (no read/write error) ..................................................... 135
Read-write error ........................................................................................................... 136
Slow performance ......................................................................................................... 136
x
Blue screen (BSOD) error .............................................................................................. 136
Noisy hard drive ............................................................................................................ 137
Mechanical ....................................................................................................................................... 138
Fan error message - 90B .............................................................................................. 138
Noise (sound) ................................................................................................................ 139
Fan runs constantly ...................................................................................................... 140
Thermal shutdown (hot) ............................................................................................... 141
Stuck power button ...................................................................................................... 141
Additional information ...................................................................................................................................... 142
Acronyms ......................................................................................................................................... 142
Blinking lights and boot error codes ............................................................................................... 143
Processor not executing code ...................................................................................... 143
BIOS recovery code unable to find valid BIOS recovery image ..................................... 143
Memory module error ................................................................................................... 143
Graphics Controller Error (No Controller) ..................................................................... 144
Failure - System Board Error ........................................................................................ 144
Intel Trusted Execution Technology (TXT) Error .......................................................... 144
Sure Start unable to find valid BIOS Boot Block image ................................................ 144
Sure Start has identified a problem (Manual Recovery Policy Set) .............................. 145
POST Error Messages and User Actions .......................................................................................... 145
Routine Maintenance for Performance Improvement .................................................................... 147
Common Blue Screen Error Messages ............................................................................................ 147
Error message list ......................................................................................................... 147
Bug check symbolic names ........................................................................................... 147
Microsoft general troubleshooting of Windows bug check codes ............................... 148
Use Windows Debugging Tool ......................................................................................................... 148
Windows Software Development Kit (SDK) .................................................................. 149
Display Issue: Pixel Anomalies ........................................................................................................ 153
Cable management ......................................................................................................................... 154
Connector types .............................................................................................................................. 155
8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10 ...................................................................... 157
Using Computer Setup ....................................................................................................................................... 157
Starting Computer Setup ................................................................................................................ 157
Navigating and selecting in Computer Setup ................................................................................. 157
Restoring factory settings in Computer Setup ............................................................................... 158
Updating the BIOS ........................................................................................................................... 159
Determining the BIOS version ...................................................................................... 159
Downloading a BIOS update ......................................................................................... 159
Changing the boot order using the f9 prompt ................................................................................ 160
TPM BIOS settings (select products only) ......................................................................................................... 160
xi
Using HP Sure Start (select products only) ....................................................................................................... 161
9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 8 ........................................................................ 162
Using Computer Setup ....................................................................................................................................... 162
Starting Computer Setup ................................................................................................................ 162
Navigating and selecting in Computer Setup ................................................................................. 162
Restoring factory settings in Computer Setup ............................................................................... 163
Updating the BIOS ........................................................................................................................... 164
Determining the BIOS version ...................................................................................... 164
Downloading a BIOS update ......................................................................................... 164
Changing the boot order using the f9 prompt ................................................................................ 165
TPM BIOS settings (select products only) ......................................................................................................... 165
Using HP Sure Start (select products only) ....................................................................................................... 166
10 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7 ...................................................................... 167
Using Computer Setup ....................................................................................................................................... 167
Starting Computer Setup ................................................................................................................ 167
Navigating and selecting in Computer Setup ................................................................................. 167
Restoring factory settings in Computer Setup ............................................................................... 168
Updating the BIOS ........................................................................................................................... 169
Determining the BIOS version ...................................................................................... 169
Downloading a BIOS update ......................................................................................... 169
Changing the boot order using the f9 prompt ................................................................................ 170
TPM BIOS settings (select products only) ......................................................................................................... 170
Using HP Sure Start (select products only) ....................................................................................................... 171
11 HP PC Hardware Diagnostics (UEFI) ............................................................................................................ 172
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 172
12 Backing up and recovering Windows 10 ...................................................................................................... 174
Creating recovery media and backups .............................................................................................................. 174
Creating HP Recovery media (select products only) ....................................................................... 174
Using Windows tools ......................................................................................................................................... 175
Restore and recovery ......................................................................................................................................... 176
Recovering using HP Recovery Manager ........................................................................................ 176
What you need to know before you get started ........................................................... 176
Using the HP Recovery partition (select products only) .............................................. 177
Using HP Recovery media to recover ............................................................................ 177
Changing the computer boot order .............................................................................. 178
Removing the HP Recovery partition (select products only) ....................................... 179
xii
13 Backing up and recovering Windows 8 ....................................................................................................... 180
Backing up your information ............................................................................................................................. 180
Performing a system recovery .......................................................................................................................... 180
Using the Windows recovery tools .................................................................................................. 180
Using f11 recovery tools ................................................................................................................. 181
Using Windows operating system media (purchased separately) ................................................. 182
Using Windows Refresh or Windows Reset .................................................................................... 183
Using HP Software Setup ................................................................................................................ 183
14 Backing up and recovering Windows 7 ....................................................................................................... 184
Creating recovery media and backups .............................................................................................................. 184
Guidelines ........................................................................................................................................ 184
Creating recovery media with HP Recovery Disc Creator ............................................................... 184
Creating recovery media ............................................................................................... 185
Backing up your information .......................................................................................................... 185
Performing a system recovery .......................................................................................................................... 186
Using the Windows recovery tools .................................................................................................. 186
Using f11 recovery tools (select models only) ............................................................................... 187
Using Windows 7 operating system media ..................................................................................... 187
15 Specifications .......................................................................................................................................... 189
Input power ........................................................................................................................................................ 189
Operating environment ..................................................................................................................................... 189
16 Power cord set requirements .................................................................................................................... 190
Requirements for all countries .......................................................................................................................... 190
Requirements for specific countries and regions ............................................................................................. 190
17 Statement of memory volatility ................................................................................................................ 192
Nonvolatile memory usage ............................................................................................................................... 194
Questions and answers ..................................................................................................................................... 196
Using HP Sure Start (select models only) .......................................................................................................... 197
18 Recycling ................................................................................................................................................ 198
Index ........................................................................................................................................................... 199
xiii
xiv
1
Product description
Category
Description
Product Name
HP ZBook 15u G3 Mobile Workstation
HP 850 G3 Notebook PC
HP 840 G3 Notebook PC
Sixth-generation Intel® Core™ processors:
Chipset
●
Intel Core i7-6600U
●
Intel Core i7-6500U
●
Intel Core i5-6300U
●
Intel Core i5-6200U
●
Intel Core i3-6100U (not available on mobile workstation)
Integrated with processor
Intel Skylake Premium Chipset for products with Intel processors
Internal graphics:
Up to three independent displays supported with docking solution
●
Intel HD Graphics 520
External graphics:
Up to three independent displays supported with docking solution
Panel
●
AMD FirePro W4190M 128-bit GDDR5, 18 W (mobile workstation only)
●
AMD Radeon R7 M365X 64-bit GDDR5, 18 W (HP EliteBook 850 G3 only)
39.6-cm (15.6-in), eDP 1.2 slim, high-definition (HD), AntiGlare (AG), SVA (1366 x 768) display with and
without webcam (not available on mobile workstation)
39.6-cm (15.6-in), eDP 1.2 slim, full high-definition (FHD), AntiGlare (AG), SVA (1920 x 1080) display with and
without webcam
39.6-cm (15.6-in), DP 1.2 slim, full high-definition (FHD), AntiGlare (AG), SVA (1920 x 1080) display with touch
and webcam (not available on mobile workstation)
35.6-cm (14-in), eDP 1.2 slim, high-definition (HD), AntiGlare (AG), SVA (1366 x 768) display with and without
webcam
35.6-cm (14-in), eDP 1.2 slim, full high-definition (FHD), AntiGlare (AG), SVA (1920 x 1080) display with and
without webcam
35.6-cm (14-in), eDP + PSR 1.2 slim, quarter high-definition ( QHD), AntiGlare (AG), UWVA (2560 x 1440)
display with and without webcam
35.6-cm (14-in), eDP 1.2 slim, full high-definition (FHD), AntiGlare (AG), SVA (1920 x 1080) display with touch
and webcam
All display assemblies include two wireless local area network (WLAN) antenna cables and NFC antenna
WWAN models include two wireless wide area network (WWAN) antenna cables
1
Category
Description
39.6-cm (15.6-in), eDP 1.2 slim, full high-definition (FHD), AntiGlare (AG), UWVA (1920 x 1080) display with
and without webcam (mobile workstation only)
39.6-cm (15.6-in), eDP1.4 + PSR 1.2 slim, ultra high-definition (UHD), AntiGlare (AG), UWVA (3480 x 2160)
display with and without webcam (mobile workstation only)
39.6-cm (15.6-in), eDP1.3 + PSR 1.2 slim, ultra high-definition (UHD), AntiGlare (AG), UWVA (3480 x 2160)
display with and without webcam (not available on mobile workstation)
Two memory module slots
Memory is customer accessible.
DDR4 PC4-17000 (2133 MHz) dual channel support
Supports up to 32 GB of system RAM (mobile workstation)
Supports up to 16 GB of system RAM
Hard drive
●
32768 MB (16384 MB×2) (mobile workstation only)
●
16384 MB (16384 MB×1) (mobile workstation only)
●
16384 MB (8192 MB×2)
●
12288 MB (8192 MB×1 + 4096 MB×1) (not available on mobile workstation or in Brazil on the 35.6-cm)
●
8192 MB (8192 MB×1 or 4096 MB×2)
●
4096 MB (4096 MB×1)
HDDs:
Supports 6.35 cm (2.5 in) hard drives in 7.0 mm (.28 in) thicknesses (all hard drives use the same bracket)
Serial ATA
●
1 TB, 5400 rpm, 7.0 mm
●
500 GB, 7200 rpm, 7.0 mm, self-encrypting (FIPS-140-2; Opal 2)
●
500 GB, 7200 rpm, 7.0 mm, self-encrypting (Opal 2)
●
500 GB, 7200 rpm, 7.0 mm
●
500 GB, 7.0 mm, hybrid, 8 GB cache
SSDs: (not available on the mobile workstation)
●
M.2 (2280) 512 GB SATA-3 TLC
●
M.2 (2280) 256 GB PCIe-3×4 SS NVMe
●
M.2 (2280) 256 GB SATA-3 self-encrypting (Opal 2) MLC
●
M.2 (2280) 256 GB SATA-3 TLC
●
M.2 (2280) 240 GB SATA-3 MLC DS
●
M.2 (2280) 180 GB SATA-3 self-encrypting (Opal 2) MLC
●
M.2 (2280) 180 GB SATA-3 MLC
●
M.2 (2280) 128 GB SATA-3 TLC
2.5” SSD (Brazil and 35.6-cm only)
●
256 GB SATA-3 TLC
●
M.2 (2280) 128 GB SATA-3 TLC
SSDs: (mobile workstation only)
2
Chapter 1 Product description
Category
Description
Serial ATA
●
M.2 (2280) 256 GB SATA-3 self-encrypting (Opal 2)
●
M.2 (2280) 240 GB SATA-3 MLC
●
M.2 (2280) 180 GB SATA-3 self-encrypting (Opal 2) MLC
●
M.2 (2280) 180 GB SATA-3 MLC
PCIe: (mobile workstation only)
●
512 GB NVMe
●
512 GB NVMe
2.5” SSD
●
Audio and video
256 GB SATA-3 self-encrypting (Opal 2)
Supports:
DTS Studio Sound
Conexant smart amplifier and ambient noise suppression
Noise reduction
Dual-array microphone
Dual speakers
Webcamera (720p)
●
Intel 1219LM 10/100/1000 Ethernet with iAMT
●
Intel WGI219V 10/100/1000 Ethernet non vPro
S3/S4/S5 Wake-on-LAN
WLAN
Integrated wireless local area network (WLAN) options by way of wireless module
Two WLAN antennas built into display assembly
Integrated wireless personal area network (PAN) supported by Bluetooth® 4.0 or Bluetooth 4.2 combo card
Supports the following WLAN formats:
●
Intel Dual Band Wireless-AC 8260NGW 802.11a/b/g/n+ac non-vPro 2x2 WiFi + BT 4.2 combo adapter
(i7-6500U, i5-6200U, i3-6100U)
●
Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.2 combo adapter (i7-6600U,
i5-6300U)
●
Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter (i7-6500U, i5-6200U,
i3-6100U)
Supports no WLAN option
Compatible with Miracast-certified devices
NFC
Supports the following NFC formats:
Integrated NFC Galapagos NXP NPC100 12C NCI 10 mm x 25 mm module
NFC antenna
Supports no NFC option
3
Category
Description
WWAN
Integrated wireless wide area network (WWAN) options by way of wireless module
Two WWAN antennas built into display assembly
Supports the following WWAN formats:
●
HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module
●
HP hs31110 HSPA + Intel Mobile Broadband Module
Supports no WWAN option
External media cards
SIM card reader
Memory card reader (SD, SDHC, SDXC)
Ports
VGA
USB 3.0 charging
USB 3.0
USB Type-C
DisplayPort
RJ-45
Docking connector
Audio-out (headphone)/audio-in (microphone) combo jack
AC port
Keyboard/pointing
devices
Keyboard:
Dura keys, backlit, spill resistant with drain
Spill resistant with drain
Dura keys, backlit, spill resistant with drain, for products with separate numeric keypad
Spill resistant with drain, for products with separate numeric keypad
TouchPad:
Gestures enabled by default: two-finger scrolling, two-finger pinch-zoom
Taps enabled by default
On/off button
Glass
Power requirements
65 W HP Smart AC adapter
45 W HP Smart AC adapter
45 W, 2-prong AC adapter
Security
Security lock
Fingerprint reader
Supports Trusted Platform Module (TPM) 1.2 or 2.0 (Infineon, soldered down)
Integrated Smart Card reader (active)
Preboot authentication (password, smart card)
4
Chapter 1 Product description
Category
Description
Operating system
Preinstalled:
●
Windows® 7 Professional 64-bit
●
Windows 10 Home 64 Chinese Market (CPPP)
●
Windows 10 Home 64 High-end
●
Windows 10 Home 64 High-end Single Language
●
Windows 10 Home 64 High-end Chinese Market
●
Windows 10 Professional 64
●
Windows 10 Professional 64 with downgrade to Windows 7 64-bit
●
FreeDOS 2.0
(Not available preinstalled on mobile workstation)
●
Windows 7 Professional 32-bit
●
Windows 8.1 China 64 (CPPP)
●
Windows 8.1 High-end Emerging Markets 64
●
Windows 8.1 Emerging Markets 64
●
Windows 8.1 High-end Multilingual 64
●
Windows 8.1 Multilingual 64
●
Windows 8.1 Professional 64
●
Windows 8.1 Core for Higher Education (Multilingual)
●
Windows 10 Home 64
●
Windows 10 Home 64 Single Language
●
Windows 10 Home 64 Chinese Market
●
Windows 10 Professional 64 with downgrade to Windows 7 32-bit
●
NeoKylin Linux 64
(not available on mobile workstation)
Restore Media–DR/SR-DVD
●
Windows 8.1
●
NeoKylin Linux
Restore Media–OS-DVD
●
Windows 8.1 Professional 64-bit
●
Windows 8.1 64-bit
●
Windows 8.1 Country Specific 64-bit
●
Windows 8.1 Emerging Market 64-bit
●
Windows 7 Professional 32-bit
Certified
●
Microsoft WHQL
Web-only support
●
Windows 10 Enterprise
5
Category
Description
●
Windows 8.1 Enterprise
●
Windows 7 Enterprise 64- and 32-bit
(mobile workstation only)
Serviceability
●
Windows 8.1 Emerging Markets 64
●
Windows 8.1 Multilingual 64
●
Windows 8.1 Professional 64
●
Windows 8.1 China 64
●
Windows 7 Professional 32-bit
End user replaceable parts:
AC adapter
Battery
Hard drive
SSD
Memory module
WLAN
WWAN
Keyboard
6
Chapter 1 Product description
2
External component identification
Right
Component
(1)
Description
USB Type-C (charging) port
Connects any USB device with a Type-C connector.
NOTE: USB Type-C ports charge products such as cell phones,
laptops, tablets, and MP3 players, even when the computer is
off. Also, some USB Type-C ports connect DisplayPort, VGA,
HDMI and other video devices to provide video output.
NOTE:
Adapters (purchased separately) may be required.
(2)
Dual-Mode DisplayPort
Connects an optional digital display device, such as a highperformance monitor or projector.
(3)
Memory card reader
Reads optional memory cards that store, manage, share, or
access information.
(4)
Audio-out (headphone)/Audio-in (microphone)
combo jack
Connects optional powered stereo speakers, headphones,
earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support
optional microphone-only 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:
Windows 10:
Select the Start button, select All apps, select HP Help and
Support, and then select HP Documentation.
Windows 8 or Windows 7:
Select the HP Support Assistant app on the Start screen, select
My computer, and then select User guides.
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
(5)
USB 3.0 port
Connects an optional USB device, such as a keyboard, mouse,
external drive, printer, scanner or USB hub.
Right
7
Component
(6)
8
Description
RJ-45 (network) jack/status lights
Connects a network cable.
●
Green (left): The network is connected.
●
Amber (right): Activity is occurring on the network.
(7)
Docking connector
Connects an optional docking device.
(8)
SIM card slot
Supports a wireless subscriber identity module (SIM) card.
(9)
Power connector
Connects an AC adapter.
Chapter 2 External component identification
Left
Component
(1)
Description
Security cable slot
Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but
it may not prevent the computer from being mishandled or
stolen.
(2)
Vents (2)
Enable airflow to cool internal components.
NOTE: The computer fan starts up automatically to cool
internal components and prevent overheating. It is normal for
the internal fan to cycle on and off during routine operation.
(3)
External monitor port
Connects an external VGA monitor or projector.
(4)
USB 3.0 charging (powered) port
Connects an optional USB device, such as a keyboard, mouse,
external drive, printer, scanner or USB hub. Standard USB ports
will not charge all USB devices or will charge using a low current.
Some USB devices require power and require you to use a
powered port.
NOTE: USB charging ports can also charge select models of
cell phones and MP3 players, even when the computer is off.
(5)
Smart card reader
Supports optional smart cards.
Left
9
Display
Component
Description
(1)
WLAN antennas*
Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
(2)
WWAN antennas*
Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
(3)
Internal microphones
Record sound.
(4)
Webcam light
On: The webcam is in use.
(5)
Webcam
Records video and captures photographs. Some models allow you to
video conference and chat online using streaming video.
To use the webcam:
▲
Type camera in the taskbar search box, and then select
Camera.
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or
region.
To access this guide:
Windows 10:
Select the Start button, select All apps, select HP Help and Support, and then select HP Documentation.
Windows 8 or Windows 7:
Select the HP Support Assistant app on the Start screen, select My computer, and then select User guides.
10
Chapter 2 External component identification
Top
TouchPad
Component
Description
(1)
Pointing stick (select products only)
Moves the pointer and selects or activates items on the screen.
(2)
Left pointing stick button (select products only)
Functions like the left button on an external mouse.
(3)
TouchPad on/off button/TouchPad light
Turns the TouchPad on and off.
●
On: The TouchPad is off.
●
Off: The TouchPad is on.
(4)
TouchPad zone
Reads your finger gestures to move the pointer or activate
items on the screen.
(5)
Left TouchPad button
Functions like the left button on an external mouse.
(6)
Right pointing stick button (select products
only)
Functions like the right button on an external mouse.
(7)
Right TouchPad button
Functions like the right button on an external mouse.
Top
11
Lights
NOTE:
Refer to the illustration that most closely matches your computer.
Component
(1)
(2)
Description
Power light
Microphone mute light
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a power-saving
state. The computer shuts off power to the display and
other unneeded components.
●
Off: The computer is off or in Hibernation. Hibernation is a
power-saving state that uses the least amount of power.
●
Amber: microphone sound is off.
●
Off: microphone sound is on.
(3)
Num lock light
On: Num lock is on.
(4)
Wireless light
On: An integrated wireless device, such as a wireless local area
network (WLAN) device and/or a Bluetooth® device, is on.
NOTE: On some models, the wireless light is amber when all
wireless devices are off.
(5)
12
Mute light
●
Amber: Computer sound is off.
●
Off: Computer sound is on.
(6)
Caps lock light
On: Caps lock is on, which switches the key input to all capital
letters.
(7)
TouchPad light
●
Chapter 2 External component identification
On: The TouchPad is off.
Component
Description
●
Component
(1)
(2)
Off: The TouchPad is on.
Description
Power light
Microphone mute light
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a power-saving
state. The computer shuts off power to the display and
other unneeded components.
●
Off: The computer is off or in Hibernation. Hibernation is a
power-saving state that uses the least amount of power.
●
Amber: microphone sound is off.
●
Off: microphone sound is on.
(3)
Num lock light
On: Num lock is on.
(4)
Wireless light
On: An integrated wireless device, such as a wireless local area
network (WLAN) device and/or a Bluetooth® device, is on.
NOTE: On some models, the wireless light is amber when all
wireless devices are off.
(5)
Mute light
●
Amber: Computer sound is off.
●
Off: Computer sound is on.
Top
13
Component
Description
(6)
Caps lock light
On: Caps lock is on, which switches the key input to all capital
letters.
(7)
TouchPad light
●
On: The TouchPad is off.
●
Off: The TouchPad is on.
Buttons, speakers, and fingerprint reader
Component
(1)
Description
Power button
●
When the computer is off, press the button to turn on the
computer.
●
When the computer is on, press the button briefly to initiate
Sleep.
●
When the computer is in the Sleep state, press the button
briefly to exit Sleep.
●
When the computer is in Hibernation, press the button
briefly to exit Hibernation.
CAUTION: Pressing and holding down the power button results
in the loss of unsaved information.
If the computer has stopped responding and shutdown
procedures are ineffective, press and hold the power button for at
least 15 seconds to turn off the computer.
To learn more about your power settings, see your power
options.
14
Chapter 2 External component identification
Component
Description
▲
Type power in the taskbar search box, and then select
Power and sleep settings.
‒ or –
Right-click the Start button, and then select Power
Options.
(2)
Speakers
Produce sound.
(3)
Wireless button
Turns the wireless feature on or off but does not establish a
wireless connection.
A wireless network must be set up before a wireless connection is
possible.
(4)
Volume mute button (select products only)
Mutes and restores speaker sound.
(5)
Fingerprint reader (select products only)
Allows a fingerprint logon to Windows, instead of a password
logon.
Top
15
Keys
NOTE:
Refer to the illustration that most closely matches your computer.
Component
Description
(1)
esc key
Displays system information when pressed in combination with
the fn key.
(2)
fn key
Executes frequently used system functions when pressed in
combination with a function key, the num lock key, or the esc
key.
See Using the hot keys on page 17
(3)
Windows key
Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start
menu.
16
(4)
Embedded numeric keypad
A numeric keypad superimposed over the keyboard alphabet
keys that enables you to add, subtract, and perform other
numeric tasks. When num lock is on, the keypad can be used like
an external numeric keypad.
(5)
Windows application key
Displays options for a selected object.
(6)
num lock key
Turns the embedded numeric keypad on and off.
Chapter 2 External component identification
Component
Description
(1)
esc key
Displays system information when pressed in combination with
the fn key.
(2)
fn key
Executes frequently used system functions when pressed in
combination with a function key, the num lock key, or the esc
key.
See Using the hot keys on page 17
(3)
Windows key
Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start
menu.
(4)
num lock key
Alternates between the navigational and numeric functions on
the integrated numeric keypad.
(5)
Integrated numeric keypad
A separate keypad to the right of the alphabet keyboard that
enables you to add, subtract, and perform other numeric tasks.
When num lock is on, the integrated keypad can be used like an
external numeric keypad.
Using the hot keys
To use a hot key:
▲
Press the fn key, and then press the correct function key represented by the icons below.
Press fn+function key
Description
Initiates Sleep, which saves your information in system memory. The display and other system components
turn off and power is conserved.
To exit Sleep, briefly press the power button.
CAUTION:
To reduce the risk of information loss, save your work before initiating Sleep.
Turns the backlight keyboard off or on.
NOTE:
To conserve battery power, turn off this feature.
Switches the screen image among display devices connected to the system. For example, if a monitor is
connected to the computer, repeatedly pressing fn+f4 alternates the screen image from computer display to
monitor display to simultaneous display on both the computer and the monitor.
Top
17
Press fn+function key
Description
Most external monitors receive video information on the computer using the external VGA video standard.
The fn+f4 hot key can also alternate images among other devices that are receiving video information on the
computer.
Decreases the screen brightness incrementally as long as you hold down the key.
Increases the screen brightness incrementally as long as you hold down the key.
Decreases speaker volume incrementally while you hold down the key.
Increases speaker volume incrementally while you hold down the key.
Mutes the microphone.
18
R
Pauses or breaks an operation. This replaces the break key.
C
Locks cell. This replaces the scroll lock key.
S
Sends a programming query. This replaces the sys rq key.
Chapter 2 External component identification
Bottom
Component
Description
(1)
Docking connector
Connects an optional docking device.
(2)
Vents (2)
Enable airflow to cool internal components.
NOTE: The computer fan starts up automatically to cool
internal components and prevent overheating. It is normal
for the internal fan to cycle on and off during routine
operation.
Bottom
19
Front
Component
(1)
Description
Wireless light
On: An integrated wireless device, such as a wireless local
area network (WLAN) device and/or a Bluetooth® device, is
on.
NOTE: On some models, the wireless light is amber when
all wireless devices are off.
(2)
(3)
Power light
Battery light
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a powersaving state. The computer shuts off power to the
display and other unneeded components.
●
Off: The computer is off or in Hibernation.
Hibernation is a power-saving state that uses the
least amount of power.
When AC power is connected:
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
Off: The battery is not charging.
When AC power is disconnected (battery not charging):
(4)
Drive light
●
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.
●
Off: The battery is not charging.
●
Blinking white: The hard drive is being accessed.
●
Amber: HP 3D DriveGuard has temporarily parked the
hard drive.
Locating system information
Important system information is located on the bottom edge of the tablet or on the keyboard base. You may
need the information when travelling internationally or when you contact support:
(1): Serial number
(2): Product number
(3): Model number
(4): Warranty period
20
Chapter 2 External component identification
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the
computer, inside the battery bay, under the service door, or on the back of the display.
●
Service label—Provides important information to identify your computer. When contacting support, you
will probably be asked for the serial number, and possibly for the product number or the model number.
Locate these numbers before you contact support.
Your service label will resemble one of the examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Component
(1)
Serial number
(2)
Product number
(3)
Warranty period
(4)
Model number (select products only)
Component
(1)
Model name (select products only)
(2)
Product number
(3)
Serial number
(4)
Warranty period
●
Regulatory label(s)—Provide(s) regulatory information about the computer.
●
Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.
Using Windows, briefly press the fn+esc key combination to display the System Information screen, which
provides the product name and serial number of your computer, as well as information about the memory,
processor, BIOS, and keyboard.
Locating system information
21
3
Illustrated parts catalog
Computer major components
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Locating system information on page 20 for
details.
22
Item
Component
(1)
Display assembly: Display assembly: Non-touch display assemblies are spared at the subcomponent level only. For more
non-touch display assembly spare part information, see Display assembly subcomponents on page 25.
(2)
Keyboard (see Keyboard on page 50)
(3)
Top cover
Chapter 3 Illustrated parts catalog
Spare part number
Item
(4)
(5)
(6)
(7)
Component
Spare part number
Top cover for HP 840
821173-001
Top cover for HP 850
821191-001
Top cover for HP ZBook 15u
821155-001
Power button board
For 14” computers
821169-001
For 15” computers
821190-001
TouchPad
Touchpad button board for HP 840
821171-001
Touchpad button board w/NFC antenna (not for HP ZBook 15u)
821172-001
Touchpad button board for HP 850
836620-001
Touchpad button board for HP ZBook 15u
821153-001
Touchpad button board w/NFC antenna for HP ZBook 15u
821154-001
Hard drive (does not include hard drive connector cable or hard drive rubber bracket):
1 TB, 5400 rpm, 7 mm
762990-001
500 GB, 7200 rpm, 7 mm, FIPS
820572-001
500 GB, 7200 rpm, 7 mm, Opal-2
820573-001
500 GB, 7200 rpm, 7 mm
703267-001
500 GB, 5400 rpm, 7 mm, hybrid, 8 GB cache
732000-001
Smart card reader board (includes cable)
Not available with mobile workstation
821167-001
Mobile workstation only
821188-001
(8)
Hard drive hardware kit
821665-001
(9)
NFC module (antenna spared with touchpad)
821666-001
(10)
Speakers (includes cable)
821170-001
(11)
Fingerprint reader assembly (includes cable and bracket)
821165-001
(12)
USB/audio board (includes cable)
For HP 850
836619-001
For HP 840
837846-001
(13)
System board (includes processor and replacement thermal material, see System board on page 72)
(14)
Solid-state drive (SSD)
512 GB, PCIe 3x4
823959-001
256 GB, PCIe 3x4
823958-001
256 GB, SATA-3 self-encrypting drive Opal-2 MLC
823957-001
256 GB, SATA-3 TLC (not available on mobile workstation)
823956-001
Computer major components
23
Item
(15)
(16)
(17)
(18)
24
Component
Spare part number
180 GB, SATA-3, self-encrypting drive Opal-2 MLC
823955-001
180 GB, SATA-3 MLC
823954-001
128 GB, SATA-3 TLC (not available on mobile workstation)
823953-001
Heat sink/fan assembly
Heat sink/thermal module with fans for 14” computers
821163-001
Heat sink/thermal module with fans for 15” computers with UMA graphics
821184-001
Heat sink/thermal module with fans for 15” computers with discrete graphics
821185-001
WLAN/Bluetooth combo card
Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter (not available
on mobile workstation)
806723-001
Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.2 combo adapter
(not available on HP 850)
806721-001
Intel Dual Band Wireless-AC 8260NGW 802.11a/b/g/n+ac non-vPro 2x2 WiFi + BT 4.2
combo adapter (not available on HP 850)
806722-001
WWAN module
HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module
800870-001
HP hs31110 HSPA + Intel Mobile Broadband Module
822828-001
Memory module
4-GB (2133-MHz, DDR4) for computers with Intel processors
820569-001
8-GB (2133-MHz, DDR4) for computers with Intel processors
820570-001
16-GB (2133-MHz, DDR4) for mobile workstation
820571-001
(19)
RTC battery
665733-001
(20)
Internal base plate
Internal base plate for 14” computers
821164-001
Internal base plate for 15” computers
821186-001
(21)
Battery
800513-001
(22)
Bottom cover
For 14” computers
821162-001
For 15” computers
821181-001
For mobile workstation
821150-001
Chapter 3 Illustrated parts catalog
Display assembly subcomponents
Item
Component
(1)
Bezel
For HP 840
821160-001
For HP 850
821183-001
For HP ZBook 15u
821152-001
(2)
Left hinge cover (a) and right hinge cover (b) (spared with hinges)
(3)
Left hinge (a) and right hinge (b)
(4)
Spare part number
For 14” computers
821166-001
For 15” computers
821187-001
Microphone module
For HP 840 and HP 850
821168-001
For HP ZBook 15u
821189-001
Display assembly subcomponents
25
Item
Component
Spare part number
(5)
Webcam module (includes microphone)
821676-001
(6)
Display/webcam cable
xxxxxx-001
For 14” computers
821174-001
For 15” computers
821192-001
(7)
WLAN antenna (spared with back cover)
(8)
WWAN antenna (spared with back cover)
(9)
Raw panel
(10)
HD for HP 840
823950-001
FHD for HP 840
823951-001
QHD for HP 840
823952-001
HD for HP 850
824515-001
FHD for HP 850
824516-001
UHD for HP 850
824517-001
FHD SVA for HP ZBook 15u
827869-001
FHD UVWA for HP ZBook 15u
827870-001
UHD for HP ZBook 15u
827871-001
Back cover (includes antennas)
For HP 840
821161-001
For HP 850 with HD raw panel
821180-001
For HP 850 with FHD raw panel
839527-001
For HP ZBook 15u with HD raw panel
821151-001
For HP ZBook 15u with FHD raw panel
839528-001
Plastics kit
26
Chapter 3 Illustrated parts catalog
Item
Component
Spare part number
Plastics kit for HP 840 and HP 850
821175-001
Plastics kit for HP ZBook 15u
821193-001
(1)
Fingerprint reader blank
(2)
SD card blank
Mass storage devices
Item
Component
(1)
Hard drive
Spare part number
1 TB, 5400 rpm, 7 mm
762990-001
500 GB, 7200 rpm, 7 mm, FIPS
820572-001
500 GB, 7200 rpm, 7 mm, Opal-2
820573-001
500 GB, 7200 rpm, 7 mm
703267-001
500 GB, 5400 rpm, 7 mm, hybrid, 8 GB cache
732000-001
(2)
Hard drive hardware kit
821665-001
(3)
SSD
Mass storage devices
27
Item
Component
Spare part number
512 GB, PCIe 3x4
823959-001
256 GB, PCIe 3x4
823958-001
256 GB, SATA-3 self-encrypting drive Opal-2 MLC
823957-001
256 GB, SATA-3 TLC (not available on mobile workstation)
823956-001
180 GB, SATA-3, self-encrypting drive Opal-2 MLC
823955-001
180 GB, SATA-3 MLC
823954-001
128 GB, SATA-3 TLC (not available on mobile workstation)
823953-001
Miscellaneous parts
Component
Spare part number
AC adapter:
45 W HP Smart AC adapter, nPFC, slim for HP 840 and HP 850
741727-001
45 W HP Smart AC adapter, nPFC, 2P for HP 840 and HP 850
742436-001
65 W HP Smart AC adapter, nPFC, S-3P for HP 850 and HP ZBook 15u
710412-001
65 W HP Smart AC adapter, nPFC, emerging markets
714657-001
65 W HP Smart AC adapter for HP 840 and HP ZBook 15u
693711-001
HP Mobile Connect for HP 850
714749-001
HP DisplayPort to HDMI cable for 14” computers
749288-001
HP Essential Top Load Case for 14” computers
679921-001
Cable lock docking station for HP 840
575921-001
HP USB Laser Mouse for 14” computers
674318-001
HP USB Travel Mouse for 14” computers
757770-001
Power cord (3-pin, black, 1.83 m):
28
For use in Argentina (not available with HP 850)
490371-D01
For use in Australia (not available with HP 850)
490371-011
For use in Brazil (not available with HP 850)
490371-202
For use in Denmark (not available with HP 850)
490371-081
For use in Europe (not available with HP 850)
490371-021
For use in India (not available with HP 850)
490371-D61
For use in Israel (not available with HP 850)
490371-BB1
For use in Italy (not available with HP 850 or HP 840)
490371-061
For use in Japan (not available with HP 850)
490371-291
For use in North America
490371-001
Chapter 3 Illustrated parts catalog
Component
Spare part number
For use in the People’s Republic of China (not available with HP 850)
490371-AA1
For use in South Africa (not available with HP 850)
490371-AR1
For use in South Korea (not available with HP 850)
490371-AD1
For use in Switzerland (not available with HP 850)
490371-111
For use in Taiwan (not available with HP 850)
490371-AB1
For use in Thailand (not available with HP 850)
490371-201
For use in the United Kingdom (not available with HP 850 or HP 840)
490371-031
Power cord (3-pin, black, 1 m):
For use in Argentina (HP 840)
755530-D01
For use in Australia (HP 840)
755530-011
For use in Brazil (HP 840)
755530-202
For use in Denmark (HP 840)
755530-081
For use in Europe (HP 840)
755530-021
For use in India (HP 840)
755530-D61
For use in Israel (HP 840)
755530-BB1
For use in Japan (HP 840)
755530-291
For use in North America (not available with mobile workstation)
755530-001
For use in the People’s Republic of China (HP 840)
755530-AA1
For use in South Africa (HP 840)
755530-AR1
For use in South Korea (HP 840)
755530-AD1
For use in Switzerland (HP 840)
755530-111
For use in Taiwan (HP 840)
755530-AB1
For use in Thailand (HP 840)
755530-201
Power cord (2-pin, black, 1 m): For use in Japan with HP 840
762689-291
Screw kit
821664-001
Miscellaneous parts
29
4
Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
Phillips P0 screwdriver
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic
30
Chapter 4 Removal and replacement procedures preliminary requirements
Cables and connectors
CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.
Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat
the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught
or snagged by parts being removed or replaced. Handle flex cables with extreme care; these cables tear
easily.
Drive handling
CAUTION: Drives are fragile components that must be handled with care. To prevent damage to the
computer, damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing 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.
Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers.
Avoid exposing an internal hard drive to products that have magnetic fields, 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
31
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 finger 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 affected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its life
expectancy.
CAUTION: To prevent damage to the computer when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in this
section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
The following table shows how humidity affects the electrostatic voltage levels generated by different
activities.
CAUTION:
A product can be degraded by as little as 700 V.
Typical electrostatic voltage levels
Relative humidity
Event
32
10%
40%
55%
Walking across carpet
35,000 V
15,000 V
7,500 V
Walking across vinyl floor
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
Chapter 4 Removal and replacement procedures preliminary requirements
Packaging and transporting guidelines
Follow these grounding guidelines when packaging and transporting equipment:
●
To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
●
Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
●
Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
●
Place items on a grounded surface before removing items from their containers.
●
Always be properly grounded when touching a component or assembly.
●
Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
●
Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
Workstation guidelines
Follow these grounding workstation guidelines:
●
Cover the workstation with approved static-shielding material.
●
Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
●
Use conductive field service tools, such as cutters, screwdrivers, and vacuums.
●
When fixtures must directly contact dissipative surfaces, use fixtures 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 off power and input signals before inserting or removing connectors or test equipment.
Grounding guidelines
33
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 flexible 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 floor 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
floors or dissipative floor mats, use foot straps on both feet with a minimum of one megohm resistance
between the operator and ground. To be effective, the conductive must be worn in contact with the skin.
The following grounding equipment is recommended to prevent electrostatic damage:
●
Antistatic tape
●
Antistatic smocks, aprons, and sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Nonconductive foam
●
Conductive tabletop workstations with ground cords of one megohm resistance
●
Static-dissipative tables or floor mats with hard ties to the ground
●
Field service kits
●
Static awareness labels
●
Material-handling packages
●
Nonconductive plastic bags, tubes, or boxes
●
Metal tote boxes
●
Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and floor mats.
34
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
Chapter 4 Removal and replacement procedures preliminary requirements
5
Removal and replacement procedures for
Customer Self-Repair parts
This chapter provides removal and replacement procedures for Customer Self-Repair parts.
NOTE: The Customer Self-Repair program is not available in all locations. Installing a part not supported by
the Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer
Self-Repair is supported in your location.
Component replacement procedures
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Locating system information on page 20 for
details.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
There are as many as 22 screws that must be removed, replaced, and/or loosened when servicing Customer
Self-Repair parts. Make special note of each screw size and location during removal and replacement.
Bottom cover
Description
Spare part number
For 14” computers
821162-001
For 15” computers
821181-001
For mobile workstation
821150-001
Before removing the bottom cover, follow these steps:
1.
Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
Remove the bottom cover:
1.
Turn the computer upside down on a flat surface.
Component replacement procedures
35
2.
Remove the 10 rubber plugs (1) and the SD card blank (2) from the bottom cover.
NOTE: The 15” computer has one more rubber plug.
3.
Remove the screws that secure the bottom cover to the computer.
14” computers
a.
36
Remove the 10 Phillips PM2.5x5.0 screws in the following order.
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
b.
After you remove the PM2.5×5.0 screws (1), remove the 1 PM2.0×7.0 screw (2).
– or –
15” computers
a.
Remove the 11 Phillips PM2.5x5.0 screws in the following order.
Component replacement procedures
37
b.
4.
After you remove the PM2.5×5.0 screws (1), remove the 1 PM2.0×7.0 screw (2).
Pry up on the top (near the display hinge) of the bottom cover to disengage it from the computer.
Reverse the removal procedures to install the bottom cover.
NOTE:
There are five different sizes of rubber plugs. Be sure that you reinstall them over the correct screws.
The rubber-plug sizes are as follows.
The rubber-plug locations for 15” computers are as follows.
38
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
The rubber-plug locations for 14” computers are as follows.
Component replacement procedures
39
Battery
Description
Spare part number
3-cell, 46 WHr, 4.08 Ah Li-ion battery
800513-001
Before removing the battery, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
To remove the battery:
CAUTION: Removing a battery that is the sole power source for the computer can cause loss of information.
To prevent loss of information, save your work and shut down the computer through Windows before
removing the battery.
▲
Loosen the two captive screws (1) and remove the battery from the computer (2).
Reverse the removal procedures to install the battery.
40
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Hard drive
Description
Spare part number
1 TB, 5400 rpm, 7 mm
762990-001
500 GB, 7200 rpm, 7 mm, FIPS
820572-001
500 GB, 7200 rpm, 7 mm, Opal-2
820573-001
500 GB, 7200 rpm, 7 mm
703267-001
500 GB, 5400 rpm, 7 mm, hybrid, 8 GB cache
732000-001
Before removing the hard drive, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
To remove a hard drive:
1.
Loosen the 4 captive screws (1) that secure the hard drive to the chassis.
2.
Slide the hard drive (2) away from the center of the computer to disengage it from the connector.
3.
Lift to remove the hard drive from the bay (3).
Component replacement procedures
41
4.
To remove the hard drive cover and bracket from the hard drive, lift the Mylar cover up off the drive,
remove the 4 Phillips PM3.0×3.0 screws (1) that secure the bracket to the drive, and then lift the bracket
up and off the hard drive (2).
Reverse this procedure to install a hard drive.
42
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
SSD
Description
Spare part number
Solid-state drive
512 GB, PCIe 3x4
823959-001
256 GB, PCIe 3x4
823958-001
256 GB, SATA-3 self-encrypting drive Opal-2 MLC
823957-001
256 GB, SATA-3 TLC (not available on mobile workstation)
823956-001
180 GB, SATA-3, self-encrypting drive Opal-2 MLC
823955-001
180 GB, SATA-3 MLC
823954-001
128 GB, SATA-3 TLC (not available on mobile workstation)
823953-001
Before removing the SSD, follow these steps:
1.
Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Disconnect the battery (see Battery on page 40).
Remove the SSD:
1.
Remove the Phillips PM2.0×3.0 screw (1) that secures the drive to the system board.
2.
Remove the drive (2) by pulling it away from the connector.
NOTE: mSATA drives are designed with notches to prevent incorrect insertion.
Reverse this procedure to reassemble and install the mSATA drive.
Component replacement procedures
43
Memory modules
NOTE: Primary and expansion memory is installed in a side-by-side configuration in the bottom of the
computer.
If only one memory module is installed, it must be installed in the socket labeled 1.
Description
Spare part number
4-GB (2133-MHz, DDR4) for computers with Intel processors
820569-001
8-GB (2133-MHz, DDR4) for computers with Intel processors
820570-001
16-GB (2133-MHz, DDR4) for mobile workstation
820571-001
Update BIOS before adding memory modules
Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1.
Navigate to www.hp.com.
2.
Click Support & Drivers > click Drivers & Software.
3.
In the Enter a product name/number box, type the computer model information, and then click Search.
4.
Click the link for the computer model.
5.
Select the operating system, and then click Next.
6.
Under Step 2: Select a Download, click the BIOS link.
7.
Click the link for the most recent BIOS.
8.
Click the Download button, and then follow the on-screen instructions.
Before removing the memory module, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
Remove the memory module:
1.
44
Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
(The edge of the module opposite the slot rises away from the computer.)
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
2.
Remove the memory module (2) by pulling the module away from the slot at an angle.
NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory
module slot.
NOTE: The computer uses two memory sockets. The socket labeled 2 houses the expansion memory
module and the socket labeled 1 houses the primary memory module. The removal procedure is the
same for both memory sockets.
Reverse this procedure to install a memory module.
Component replacement procedures
45
WLAN/Bluetooth combo card
The computer uses a card that provides both WLAN and Bluetooth functionality.
The WLAN module and WWAN module are not interchangeable.
Description
Spare part number
Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter (not available on mobile
workstation)
806723-001
Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.2 combo adapter (not available
on HP 850)
806721-001
Intel Dual Band Wireless-AC 8260NGW 802.11a/b/g/n+ac non-vPro 2x2 WiFi + BT 4.2 combo adapter (not
available on HP 850)
806722-001
Before removing the WLAN module, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
Remove the WLAN module:
1.
Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
The WLAN antenna cable labeled “2” connects to the WLAN module “Aux” terminal labeled “2”. If the
computer is equipped with an 802.11a/b/g/n WLAN module, the yellow WLAN antenna cable connects to
the middle terminal on the WLAN module.
2.
46
Remove the one Phillips PM2.5×3.0 screw (2) that secures the WLAN module to the computer. (The edge
of the module opposite the slot rises away from the computer.)
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
3.
Remove the WLAN module by pulling the module away from the slot at an angle (3).
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
NOTE: If the WLAN antennas are not connected to the terminals on the WLAN module, the protective
sleeves must be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
Component replacement procedures
47
WWAN module
The WLAN module and WWAN module are not interchangeable.
The WWAN module is available on select models only.
Description
Spare part number
HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module
800870-001
HP hs31110 HSPA + Intel Mobile Broadband Module
822828-001
Before removing the WWAN module, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
Remove the WWAN module:
1.
Position the computer upside-down.
2.
Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
NOTE: The red WWAN antenna cable is connected to the WWAN module “Main” terminal. The blue
WWAN antenna cable is connected to the WWAN module “Aux” terminal.
3.
48
Remove the one Phillips PM2.5×3.0 screws (2) that secure the WWAN module to the computer. (The
edge of the module opposite the slot rises away from the computer.)
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
4.
Remove the WWAN module (3) by pulling the module away from the slot at an angle.
NOTE: WWAN modules are designed with a notch to prevent incorrect insertion.
NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective
sleeves must be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
Component replacement procedures
49
Keyboard
In this section, the first table provides the main spare part number for the keyboards. The second table
provides the country codes.
Description
Spare part number
Keyboard, no backlight for HP 840
821176-xx1
Keyboard, backlit for HP 840
821177-xx1
Keyboard, no backlight for HP 850
821194-xx1
Keyboard, backlit for HP 850
821195-xx1
Keyboard, no backlight for HP ZBook 15u
821156-xx1
Keyboard, backlit for HP zBook 15u
821157-xx1
For use in country
or region
Spare part
number
For use in country
or region
Spare part
number
For use in country
or region
Spare part
number
Belgium
-A41
India
-D61
Saudi Arabia
-171
Brazil
-201
Israel
-BB1
Slovenia
-BA1
Bulgaria
-261
Italy
-061
South Korea
-AD1
Canada
-DB1
Japan
-291
Spain
-071
Czech Republic
and Slovakia
-FL1
Latin America
-161
Sweden and Finland
-B71
Denmark
-081
The Netherlands
-B31
Switzerland
-BG1
Denmark, Finland, and
Norway
-DH1
Northern Africa
-FP1
Taiwan
-AB1
France
-051
Norway
-091
Thailand
-281
Germany
-041
Portugal
-131
Turkey
-141
Greece
-151
Romania
-271
United Kingdom
-031
Hungary
-211
Russia
-251
United States
-001
Iceland
-DD1
Before removing the keyboard, follow these steps:
50
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Remove the keyboard:
1.
On 14” computers, remove the 2 Phillips PM2.5×5.0 screws that secure the keyboard to the computer
(1).
NOTE: The screws are labeled with a keyboard symbol.
– or –
On 15” computers, remove the four Phillips PM2.5×5.0 screws that secure the keyboard to the computer
(1).
Component replacement procedures
51
2.
Position the computer upright with the front toward you.
3.
Open the computer as far as possible.
4.
Insert a screwdriver or similar thin tool into the hole beside the heat sink/fan assembly, and then press
on the back of the keyboard until it disengages from the computer (2). Rotate the top of the keyboard
upward, and then lift the keyboard up at an angle to disengage the tabs at the bottom of the keyboard.
NOTE: Cables connect the bottom of the keyboard to the system board. Make sure not to prematurely
pull the keyboard cables out of the system board connectors.
52
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
5.
Slide the keyboard slightly downward toward the palm rest to disengage the top of the keyboard from
the top cover (1). Remove the keyboard backlight cable (2), pointing stick cable (3), and keyboard cable
(4).
6.
Remove the keyboard (5).
Reverse this procedure to install the keyboard.
Component replacement procedures
53
6
Removal and replacement procedures for
Authorized Service Provider parts
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 computer or void the warranty.
CAUTION: This computer 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 computer or void the warranty.
Component replacement procedures
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Locating system information on page 20 for
details.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
There are as many as 45 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.
54
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
RTC battery
Description
Spare part number
RTC battery
665733-001
Before removing the RTC battery, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
Remove the RTC battery:
1.
Remove the RTC battery cable from the system board (1).
2.
Lift the mylar cover (2).
3.
Using a flat tool, pry the battery out of the socket (3).
Reverse this procedure to install the RTC battery.
Component replacement procedures
55
Internal base plate
Description
Spare part number
Internal base plate for 14” computers
821164-001
Internal base plate for 15” computers
821186-001
Before removing the internal base plate, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
Remove the internal base plate:
1.
On 14” computers, remove 4 Phillips PM2.0x7.0 screws (1) and 6 PM2.5x2.5 screws (2).
– or –
On 15” computers, remove 3 Phillips PM2.0x7.0 screws (1) and 6 PM2.5x5.0 screws (2).
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Component replacement procedures
57
2.
On 14” computers, remove 9 Phillips PM2.5x5.0 screws (1), and then remove the base plate from the
computer (2).
– or –
On 15” computers, remove 8 Phillips PM2.5x2.5 screws (3), and then remove the base plate from the
computer (4).
Reverse this procedure to install the internal base plate.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Heat sink/fan assembly
NOTE:
The heat sink/fan assembly spare part kit includes replacement thermal material.
Description
Spare part number
Heat sink/thermal module with fans for 14” computers
821163-001
Heat sink/thermal module with fans for 15” computers with UMA graphics
821184-001
Heat sink/thermal module with fans for 15” computers with discrete graphics
821185-001
Before removing the heat sink/fan assembly, follow these steps:
1.
Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
4.
Bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the internal base plate (see Internal base plate on page 56).
Remove the heat sink/fan assembly:
▲
On 14” computers, loosen the six captive screws on the fan and heat sink following the sequence
stamped on the heat sink (1), disconnect the fan cable (2), and then remove the heat sink/fan assembly
from the system board (3).
CAUTION: Take extreme care when removing the heat sink and fan assembly. The heatpipes between
the fans are very fragile and can be easily damaged and bent during removal.
Component replacement procedures
59
NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the
system board components each time the heat sink is removed. Replacement thermal material is
included with the heat sink, processor, and system board spare part kits.
– or –
On 15” computers, disconnect the fan cable (1), loosen the eight captive screws on the fan and heat sin
following the sequence stamped on the heat sink (2), and then remove the heat sink/fan assembly from
the system board (3).
CAUTION: Take extreme care when removing the heat sink and fan assembly. The heatpipes between
the fans are very fragile and can be easily damaged and bent during removal.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the
system board components each time the heat sink is removed. Replacement thermal material is
included with the heat sink, processor, and system board spare part kits.
Reverse this procedure to install the heat sink/fan assembly.
Component replacement procedures
61
Fingerprint reader assembly
Description
Spare part number
Fingerprint reader assembly (includes cable, bracket, and bezel)
821165-001
Before removing the fingerprint reader assembly, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the following components:
a.
Keyboard (see Keyboard on page 50)
b.
Hard drive (Hard drive on page 41)
c.
Internal base plate (Internal base plate on page 56)
Remove the fingerprint reader assembly:
62
1.
Disconnect the fingerprint reader board cable from the system board (1).
2.
Lift the mylar cover, and then remove it from the computer (2).
3.
Slide the bracket right, and then lift it off the top cover (3).
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
4.
Remove the fingerprint reader board and cable assembly from the top cover (4).
Reverse this procedure to install the fingerprint reader assembly.
Power button board
Description
Spare part number
Power button board assembly for 14” computers
821169-001
Power button board assembly for 15” computers
821190-001
Before removing the power button board, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the following components:
a.
Keyboard (see Keyboard on page 50)
b.
Hard drive (Hard drive on page 41)
c.
Internal base plate (Internal base plate on page 56)
Remove the power button board from a 14” computer:
Component replacement procedures
63
1.
Disconnect the cable from the system board (1).
2.
Remove the Phillips PM2.5×2.5 screw (2) that secures the power button board to the top cover.
3.
Push the lever left (3).
4.
Slide the power button board left from beneath the hinge (4).
Remove the power button board from a 15” computer:
64
1.
Disconnect the cable from the system board (1).
2.
Remove the Phillips PM2.5×2.5 screw (2) that secures the power button board to the top cover.
3.
Remove the 3 Phillips PM2.5×5.0 screws (3) that secure the hinge to the top cover.
4.
Lift the hinge (4).
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
5.
Push the lever left, and then slide the power button board left (5).
Reverse this procedure to install the power button board.
Component replacement procedures
65
Touchpad button board
Description
Spare part number
Touchpad button board for HP 840
821171-001
Touchpad button board w/NFC antenna (not for HP ZBook 15u)
821172-001
Touchpad button board for HP 850
836620-001
Touchpad button board for HP ZBook 15u
821153-001
Touchpad button board w/NFC antenna for HP ZBook 15u
821154-001
Before removing the touchpad button board, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the following components:
a.
Keyboard (see Keyboard on page 50)
b.
Hard drive (Hard drive on page 41)
c.
Internal base plate (Internal base plate on page 56)
Remove the touchpad button board:
66
1.
Disconnect the cable from the touchpad to the smart card reader board (1), and then disconnect the NFC
antenna from the NFC module (2).
2.
Lift the tape (3), and then remove the 2 Phillips PM2.5x2.5 screws (4) that secure the touchpad button
board to the top cover.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
3.
Lift the top of the touchpad button board up, and then pull it forward to remove it from the slot (5).
Reverse this procedure to install the touchpad board.
Component replacement procedures
67
NFC module
Description
Spare part number
NFC (Near Field Communication) module
821666-001
Before removing the NFC module, follow these steps:
1.
Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the following components:
a.
Keyboard (see Keyboard on page 50)
b.
Hard drive (see Hard drive on page 41)
c.
Internal base plate (see Internal base plate on page 56)
Remove the NFC module:
1.
Disconnect the system board cable (1) and the NFC antenna (2) from the NFC module.
2.
Pry the NFC module from the smart card reader, and the lift it from the computer (3).
NOTE: The NFC antenna is spared with the touchpad.
Reverse the removal procedures to install the NFC module.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Smart card reader board
Description
Spare part number
Smart card reader board (not available with mobile workstation)
821167-001
Smart card reader board (mobile workstation only)
821188-001
Before removing the card reader board, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the following components:
a.
Keyboard (see Keyboard on page 50)
b.
Hard drive (Hard drive on page 41)
c.
Internal base plate (Internal base plate on page 56)
d.
NFC module (see NFC module on page 68)
Remove the smart card reader board:
NOTE: Before you remove the smart card reader, make sure nothing (memory card or plastic insert) in
installed.
1.
Disconnect the cable from the board (1).
2.
Disconnect the cable from the touchpad (2).
Component replacement procedures
69
3.
Lever the plastic tab left (3), and then slide the smart card reader board left to remove it from the top
cover (4).
Reverse this procedure to install the card reader board.
70
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
USB/audio board
Description
Spare part number
USB/audio board for HP 850
836619-001
USB/audio board for HP 840
837846-001
Before removing the USB/audio board, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the following components:
a.
Keyboard (see Keyboard on page 50)
b.
Hard drive (Hard drive on page 41)
c.
Internal base plate (Internal base plate on page 56)
Remove the USB/audio board:
1.
Disconnect the cable from the board (1).
2.
Remove the 2 Phillips PM2.5×5.0 screws (2) that secure the USB/audio board to the computer.
3.
Lift the board off the top cover (3).
Reverse this procedure to install the USB/audio board.
Component replacement procedures
71
System board
NOTE:
All system board spare part kits include replacement thermal material.
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating systems
xxxxxx-601: Windows operating system
Description
Spare part number
Intel i7-6600U for HP 840; UMA graphics memory
826808-xxx
Intel i7-6500U for HP 840; UMA graphics memory
826807-xxx
Intel i5-6300U for HP 840; UMA graphics memory
826806-xxx
Intel i5-6200U for HP 840; UMA graphics memory
826805-xxx
Intel i3-6100U for HP 840; UMA graphics memory
826804-xxx
Intel i7-6600U for HP 850; UMA graphics memory
832424-xxx
Intel i7-6500U for HP 850; UMA graphics memory
832423-xxx
Intel i5-6300U for HP 850; UMA graphics memory
832422-xxx
Intel i5-6200U for HP 850; UMA graphics memory
832421-xxx
Intel i3-6100U for HP 850; UMA graphics memory
832420-xxx
Intel i7-6600U for HP 850; discrete graphics memory
832429-xxx
Intel i7-6500U for HP 850; discrete graphics memory
832428-xxx
Intel i5-6300U for HP 850; discrete graphics memory
832427-xxx
Intel i5-6200U for HP 850; discrete graphics memory
832426-xxx
Intel i3-6100U for HP 850; discrete graphics memory
832425-xxx
Intel i7-6600U for HP ZBook 15u; discrete graphics memory
839236-xxx
Intel i7-6500U for HP ZBook 15u; discrete graphics memory
839235-xxx
Intel i5-6300U for HP ZBook 15u; discrete graphics memory
839234-xxx
Intel i5-6200U for HP ZBook 15u; discrete graphics memory
839233-xxx
Before removing the system board, follow these steps:
72
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the following components:
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
a.
Keyboard (see Keyboard on page 50)
b.
Hard drive (see Hard drive on page 41)
c.
Internal base plate (see Internal base plate on page 56)
d.
Fingerprint reader assembly (see Fingerprint reader assembly on page 62)
e.
Power button board (see Power button board on page 63)
f.
USB/audio board (see USB/audio board on page 71)
g.
Smart card reader board (see Smart card reader board on page 69)
When replacing the system board, be sure to remove the following components from the defective system
board and install on the replacement system board:
●
Memory modules (see Memory modules on page 44)
●
WLAN/Bluetooth module (see WLAN/Bluetooth combo card on page 46)
●
WWAN module (see WWAN module on page 48)
●
SSD (see SSD on page 43)
●
RTC battery (see RTC battery on page 55)
●
Heat sink/ fan assembly (see Heat sink/fan assembly on page 59)
Remove the system board:
1.
Disconnect the following cables from the system board:
(1) Speaker cable
(2) Display cable
(3) Webcam cable (select products only)
Component replacement procedures
73
2.
On a 14” computer, remove the 2 Phillips PM2.5×5.0 screws (1) that secure the system board to the
computer.
– or –
On a 15” computer, remove the 1 Phillips PM2.5×5.0 screws (1) that secures the system board to the
computer.
3.
Lift the right side of the system board up at an angle (2).
4.
Pull the system board up and toward the right to remove it from the computer (3).
Reverse this procedure to install the system board.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Speaker assembly
Description
Spare part number
Speaker assembly (includes cable)
821170-001
Before removing the speaker assembly, follow these steps:
1.
Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the keyboard (see Keyboard on page 50).
7.
Remove the heat sink/fan assembly (see Heat sink/fan assembly on page 59).
8.
Remove the system board (see System board on page 72).
Remove the speaker assembly:
1.
Remove the two Phillips PM2.5x2.5 screws that secure the speakers to the computer (1).
2.
Remove the speaker (2) from the computer.
Reverse this procedure to install the speakers.
Component replacement procedures
75
Display assembly
Description
Spare part number
Display panel assembly, touch screen for HP 840
821178-001
Display panel assembly, touch screen for HP 850
821196-001
Display panel assembly, touch screen for HP ZBook 15u
827872-001
Before removing the display assembly, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 35).
5.
Remove the battery (see Battery on page 40).
6.
Remove the following components:
a.
WLAN module (see WLAN/Bluetooth combo card on page 46)
b.
WWAN module (see WWAN module on page 48)
Remove the display assembly:
76
1.
Position the computer upside down.
2.
Disconnect the display cable from the system board.
3.
Remove the WLAN antennas and WWAN antennas (if equipped) from the routing path along the base of
the computer.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
4.
On a 14” computer, remove the 5 Phillips PM2.5×5.0 screws (1) from the display hinges.
– or –
On a 15” computer, remove the 4 Phillips PM2.5×5.0 screws (1) from the display hinges.
5.
Lift the display assembly straight up and remove it (2).
Component replacement procedures
77
CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed
and arranged properly.
Failure to properly route the antennas can result in degradation of the computer's wireless performance.
6.
If you need to remove the display bezel, flex the top (1) of the bezel, the inside edges of the left and
right sides (2), and then the bottom (3) of the bezel until it disengages from the display enclosure..
NOTE: Make sure the hinges are not bent (see hinge position in following image) when you remove the
bezel.
7.
Remove the display bezel (4).
The display bezel is available using spare part number 821152-001 for HP ZBook 15u, 821183-001 for
HP 850, and 821160-001 for HP 840.
8.
If it is necessary to replace the webcam or microphone module, gently pull the module away from the
double-sided tape on the display enclosure (1), and then disconnect the cable from the module (2).
The webcam module is available using spare part number 821676-001. The microphone module is
available using spare part number 821168-001 (or 821189-001 for the mobile workstation).
78
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
9.
If it is necessary to remove the display panel from the enclosure, remove the 4 Phillips PM2.0×3.0
screws that secure the panel to the display enclosure, and then lift the top of the panel upward.
(HP 840 only) The raw display panel is available using spare part number 823950-001 for HD panels,
823951-001 for FHD panels, and 823952-001 for QHD panels.
(HP 850 only) The raw display panel is available using spare part number 824515-001 for HD panels,
824516-001 for FHD panels, and 824517-001 for UHD panels.
(HP ZBook 15u only) The raw display panel is available using spare part number 827869-001 for FHD
SVA panels, 827870-001 for FHD UVWA panels, and 827871-001 for UHD panels.
10. Rotate the display panel all the way over (1), disconnect the display cable from the rear of the panel (2),
and then remove the display panel from the enclosure.
11. If it is necessary to replace the display hinges, remove the 1 Phillips PM2.0×3.0 screw (1) that secure the
hinge covers to the display enclosure, and then remove the hinge covers (2).
Component replacement procedures
79
12. Remove the 6 Phillips PM2.5x2.5 screws that secure the hinges to the display enclosure (3), and then
remove the display hinges from the display enclosure (4).
Display hinges are available in the Display Hinge Kit using spare part number 821166-001 for 14”
computers and 821187-001 for 15” computers.
13. If it is necessary to replace the display/webcam cable, lift the display/webcam cable assembly (1 ) from
the routing (2) and disconnect the cable if needed (3).
The display cable is available in the Cable Kit using spare part number 821174-001 for 14” computers
and 821192-001 for 15” computers.
Reverse this procedure to reassemble and install the display assembly.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Top cover
Description
Spare part number
Top cover for HP 840
821173-001
Top cover for HP 850
821191-001
Top cover for HP ZBook 15u
821155-001
Before removing the top cover, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove all other components.
Reverse this procedure to install the top cover.
Component replacement procedures
81
7
Troubleshooting guide
This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The
information is provided so that you can solve problems yourself or at least narrow down what may be causing
the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and
available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully,
observe safety precautions, and note any observations or results. Capturing this information may help
identify and resolve the problem faster.
WARNING!
To reduce the risk of electric shock or damage to the equipment:
●
Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
●
Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
●
Disconnect power from the equipment by unplugging the power cord from the AC outlet.
●
Before disassembling notebooks, always disconnect power and remove the battery.
CAUTION: Static electricity can damage the electronic components of the computer. To prevent damage to
the computer, carefully observe the electrostatic discharge precautions.
●
Discharge static electricity by briefly 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.
82
Chapter 7 Troubleshooting guide
Resources
HP Resource Tool
Description
Link
HP Elite Support
Provides live HP Premium support (available 24/7) to
Elite computers.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
HP Support Center
Provides important support, such as warranty,
support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
http://h20565.www2.hp.com/portal/site/
hpsc
HP Troubleshooting Support page
Provides troubleshooting information for your
specific HP computer.
http://www8.hp.com/us/en/
troubleshooting.html
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)
Provides navigable content intended for use by
internal and outsourced call center staff and can be a
resource for support and product division
professionals.
http://sawpro.atlanta.hp.com
Vendors’ web sites
Provide additional information for associated
components such as Intel (processor, WLAN),
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on.
http://www.intel.com
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and efficiently resolve problems. Proceed through the steps in the
following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For
example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move
on to step 10 to reseat the memory into its memory slot.
NOTE:
apply.
General troubleshooting steps do not have to be followed in a specific order if an issue does not
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue
Analyze issue
Resolve issue
Verify solution
1. Understand the issue
on page 84
5. Remove or uninstall recently
added hardware, software
on page 87
8. Hard reset on page 95
Verify solution
on page 99
2. Examine the environment
on page 86
3. Perform a visual inspection
of hardware on page 87
4. Update BIOS and drivers
on page 87
6. HP Hardware Diagnostics and
Tools on page 88
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 92
9. Soft reset (Default Settings)
on page 96
10. Reseat cables and connections
on page 96
11. Test with minimum configuration
on page 97
12. Test with verified working
configuration (hardware and/or operating
system) on page 98
13. Replace the system board on page 98
Resources
83
Identify the issue
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures
are described below.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists
the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a
blue screen error (BSOD) often occurs during the performance phase.
Table 7-2 Boot-up sequence
Power-on
After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
Confirm that power lights are on fan is spinning.
Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in
No Power on page 101.
Common issues: all lights are off; troubleshooting lights are on; does not boot; video is absent.
POST (UEFI/BIOS)
Power-On Self-Test (POST) verifies that hardware components (processor, hard drive, memory, etc.) are
functional. When POST is complete, the HP logo displays briefly 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)
System boots to operating system, and Windows logo screen appears..
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conflict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 87 table below for detailed troubleshooting information).
Failure classification
Failure classification is a breakdown of different types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classification 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 identified and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
84
4.
Display
5.
I/O devices (Input/Output)
6.
Storage
7.
Mechanical
Chapter 7 Troubleshooting guide
A single symptom can be listed under different 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 conflict in Performance (4), but it can also be caused by a defective hard drive under
(6) Storage. Therefore, failures that share similar symptoms are noted..
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
occurs, and the most likely location in the failure tree (Table 7-3 Failure classification by boot-up sequence
on page 85 and Table 7-4 Failure classification by hardware devices and mechanical on page 86). 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 offered on certain
hardware configurations; therefore, a Bluetooth issue can be classified under “I/O Device” if needed.
Failure classification by boot-up sequence
Table 7-3 Failure classification by boot-up sequence
1. Power-on
2. POST
3. Performance
1.
No Power on page 101
1.
1.
Intermittent shutdown on page 111a
2.
Intermittent power-on, shutdown,
reboot on page 103a
No video (with power)
on page 107
2.
2.
Blinking lights on page 108
Blue screen (BSOD) error on page 136b
AC adapter issue on page 104
3.
Freeze at Windows Logo (hang/lockup)
on page 114
4.
Battery not recognized, not charging
on page 104
Diagnostics error messages
on page 109
3.
3.
4.
BIOS password on page 110
4.
Electromagnetic Interference (EMI)
on page 115
5.
No wake up on page 116
6.
Unresponsive on page 117
7.
Slow performance on page 117c
8.
HP Smart Adapter warning message
on page 118
9.
Incorrect time and date on page 118
5.
Battery discharges too fast
on page 106
6.
Burnt smell on page 107
a,b,c
similar symptoms
General troubleshooting steps
85
Failure classification by hardware devices and mechanical
Table 7-4 Failure classification by hardware devices and mechanical
4. Display
5. I/O devices
6. Storage
7. Mechanical
1.
Display anomalies
on page 119
1.
Keyboard on page 125
1.
1.
2.
Dead pixel on page 121
Keyboard point stick
on page 126
Fan error message - 90B
on page 138
2.
Hard drive/solid-state
drive not recognized
on page 135
2.
2.
No boot to operating
system (no read/write
error) on page 135
Noise (sound)
on page 139
3.
Fan runs constantly
on page 140
3.
Read-write error
on page 136
4.
HP Thermal Monitor
on page 91
4.
Slow performance
on page 117c
5.
Stuck power button
on page 141
5.
Blue screen (BSOD) error
on page 136b
6.
Noisy hard drive
on page 137
3.
4.
No video (internal)
on page 121d
3.
No video (external)
on page 122d
4.
TouchPad on page 127
5.
Network Connectivity
Ethernet (RJ-45 jack)
on page 127
5.
DisplayPort/VGA
on page 122
6.
HDMI on page 122
7.
No or bad external video
via docking on page 123
8.
9.
Incorrect or missing color/
distorted image
on page 123
Touch screen
on page 124
Keyboard backlight
on page 126
6.
Network connectivity
wireless (WLAN)
on page 128
7.
WWAN module
on page 48
8.
USB on page 130
9.
Smart card reader board
on page 69
10. Speaker, headphone audio issues on page 132
11. Thunderbolt (TB)
on page 133
b,c,d
similar symptoms
2. Examine the environment
It is important to examine the computer’s environment. If you can quickly identify the cause of the issue,
fewer resolution steps may be needed. Perform the following environment inspections:
86
●
Check all cables and connections to be sure that there are no loose connections.
●
Confirm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a verified working AC outlet.
●
Check for compatibility issues between the computer and third-party devices, peripherals, noncertified
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, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or
lock-up.
Chapter 7 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, firmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include fixes 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 specific 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 qualification 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 conflict 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.
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87
6. HP Hardware Diagnostics and Tools
HP offers different 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 Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics
(UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives
themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the HP PC Diagnostics 3-in-1 USB Key is a diagnostic tool that supports a
wide range of HP Desktop and Notebook computers.
The tool runs outside the operating system so that it can isolate hardware failures from issues that are
caused by the operating system or other software components. In reality, many problems can be determined
using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the
tool reports a keyboard error).
The tool has three major functions:
●
System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
●
Component Tests – Focus on selected hardware components in your computer.
●
Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1.
88
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
Chapter 7 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
89
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 benefit. For more information, see HP Support Assistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.
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HP BIOS Configuration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the
computer’s BIOS configuration. This can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text file to the default settings of the computer.
For more information, see the HP BIOS Configuration Utility (BCU) User guide.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and effort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site, this tool collects
information about the current state of the computer, including product serial number, platform and BIOS
information, and information about user-installed software and hardware components. HP encourages you to
review the report before sending it to support. The report may assist you with diagnostics and solutions to
problems you encounter.
HP Thermal Monitor
NOTE:
Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and
monitor the temperature values of various components in the system. The components that are currently
monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can find a process online about how to create a live Windows USB drive. For more
information, see Windows To Go: Feature Overview.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests specific 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
91
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 Identification” for light locations. The following table describes
basic lights on the computer.
Component
Description
Power button
When the computer is off, press the button to turn on the computer.
When the computer is on, press the button briefly to initiate Sleep (Windows) or Suspend
(Linux).
When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briefly 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
ineffective, press and hold the power button.
Front power light
On: The computer is on.
Blinking: The computer is in the Sleep state.
Off: The computer is off.
Front AC adapter and battery light
White: The computer is connected to external power and the battery is charged from 90 to
99 percent.
Amber: The computer is connected to external power and the battery is charged from 0 to 90
percent.
Blinking amber: A battery that is the only available power source has reached a low battery
level. When the battery reaches a critical battery level, the battery light begins blinking
rapidly. By default, the critical battery level is defined in Power Options as 5%.
Off: The battery is fully charged.
Front hard drive light
Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
Rear AC adapter light
White: The computer is connected to external power.
Off: The computer is not connected to external power.
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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 143.
Table 7-5 Boot-error codes
Blink codes
Error
Amber battery light: blinks 1 Hz continuously
Embedded controller unable to load firmware
Caps/num lock lights = 1 blink
Processor not executing code
Caps/num lock lights = 2 blinks
BIOS recovery code unable to find 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 find valid BIOS Boot Block image
Caps/num lock lights = 8 blinks
Sure Start has identified a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
powered on. If the POST encounters a problem, visual error messages are displayed before the operating
system starts. POST checks the following items to ensure that the computer system is functioning properly:
●
Memory
●
Processors
●
BIOS
●
Mass storage devices
●
Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table 7-6 System diagnostics failure codes and user actions
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.
See the support document titled Overview of How to
Troubleshoot Problems When a Computer Does Not Start Up or
Boot Properly for details on troubleshooting issues related to the
memory module.
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.
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93
Table 7-6 System diagnostics failure codes and user actions (continued)
BIOS Application
BIOS Application Error
501
The BIOS installation may have become corrupted. Download the
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further
assistance.
CMOS Recovery
CMOS Recovery Occurred
502
This message indicates that CMOS recovery was completed
successfully. No further action is required.
Battery Check
Primary Battery Replace
601
This message indicates that the primary battery has very low
capacity. See Checking the Status of the Battery for details on
using the HP Support Assistant to verify the battery capacity and,
if necessary, order a replacement.
Wireless Modules
Not installed or responding
701
Reseat the wireless LAN adapter module and antennas.
Because seating or reseating a wireless LAN adapter is unique to
each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in
the computer.
Fan
Fan not operating correctly
90B
The system fan may be malfunctioning. Replace the fan.
Power Good (Troubleshooting) lights
HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook
17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable
and/or the system needs a hardware reset.
These lights should be visible after removing the service door or bottom
cover. Consult with support for platform-specific locations of the lights.
●
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Troubleshooting LEDs diagram
Example: System board is good. Lights that turn on briefly (< 1 second) and immediately turn off indicate
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and
troubleshooting lights should not be lit. However, other external lights should be lit as normal
afterward.
Troubleshooting lights
External lights
Action
Note
Off
On
Do not replace system board
No power-on issue
On
Off
Replace board
Power-on issue
Chapter 7 Troubleshooting guide
●
Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then
(2) power good is low (0V), and troubleshooting lights will turn on.
After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn
off. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove
recently added hardware, test with minimum configuration, etc.) prior to replacing the system board.
Resolve the issue
8. Hard reset
A hard reset (or forced reset) erases all information in the computer's memory and may restore functionality.
Resetting the computer forces the system to clear and reestablish the connections between the BIOS and the
hardware.
Performing a hard reset might fix the following common conditions:
●
Windows stops responding.
●
Computer stops before Windows loads, indicated by incomplete boot-up, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
●
Display suddenly goes blank and stays blank.
●
Software freezes.
●
Keyboard stops responding.
●
The computer does not exit Sleep or Suspend state.
●
An external device stops responding. Turn off the power to that device in addition to performing the
steps in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. You should start and
test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To
resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers
from Microsoft and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). For 2015
platforms, the battery is considered removable but not accessible. See the battery section for how to remove/
unplug the battery.
To perform a hard reset on a computer with a sealed or non removable battery, use the following steps:
1.
Turn off 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.
General troubleshooting steps
95
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. 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.
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 154 and Connector types on page 155 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:
96
●
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.
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●
Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST Error Messages
and User Actions on page 145).
●
Reseating the keyboard cable can resolve an unrecognized keys error.
●
Reseating the wireless module and antenna cable can resolve a wireless connection issue.
For field 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 fix POST error 90B (no fan detected) issue (see POST Error Messages and
User Actions on page 145).
●
Reseating the power cable can fix 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 fix distorted/flickering video.
●
Replacing thermal pads may resolve thermal power-down issue.
11. Test with minimum configuration
The factory-shipped computer (hardware configuration and preinstalled operating system image) is well
tested and ready for use. Therefore, using the original factory hardware configuration 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 configuration. For example, if HP PC Diagnostics reports a memory error, test one memory
module at a time to isolate the defective module.
●
If the computer does not successfully boot the operating system, booting to safe mode may help
identify what may be causing the issue as described below.
Essential hardware configuration
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 configuration 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 verified 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
General troubleshooting steps
97
●
External USB keyboard
●
External mouse
NOTE: After the service door is removed, disconnect all connections (internal keyboard, display, discrete
GPU, hard drive/solid-state drive, daughterboards, etc.) to achieve the essential hardware configuration
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 identified.
Safe mode
A driver conflict 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 files. 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:
●
HP PCs – Windows 7 Safe Mode
●
HP PCs – Windows Safe Mode (Windows 10, 8)
12. Test with verified working configuration (hardware and/or operating system)
One troubleshooting technique that can quickly isolate an issue is using a verified 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 verified working AC adapter can identify an error caused by a
faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the
current operating system. See Non HP diagnostics tools on page 91 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 87, 7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 92, 8. Hard reset on page 95, and 9. Soft reset (Default Settings)
on page 96, and/or 10. Reseat cables and connections on page 96 can resolve many system board issues
without requiring the effort of replacing unnecessary hardware.
Review Table 7-1 Troubleshooting methodology and general troubleshooting steps on page 83 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.
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NOTE:
Most of the time, effective 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 identified 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.
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 www.hp.com. Also, tell them that there are other solutions available on the website.
Advise the customer to check the website first 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 83), 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.
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 flash drives from your system before turning it on.
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99
7.
Be sure that the boot option is set to a working operating system drive.
8.
Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors
are equipped with lights to indicate their functionality.
9.
Turn up the brightness and contrast controls of a display or external display device if the screen is dim.
During operation
1.
To wake the computer:
a.
Press the power button or any key on the keyboard.
b.
If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down the
system by pressing and holding the power button for at least four seconds.
c.
If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in
again. Then press the power button again to restart the system. If it does not turn on, press the
power button to start the computer.
2.
Look for blinking lights on the computer. The blinking lights could be error codes that will help diagnose
the problem.
3.
Check all cables for loose or incorrect connections (external devices, power cords, dock, etc.).
4.
After installing a non-Plug and Play expansion board or other option, reconfigure the computer. For
example, if you upgrade to a solid-state drive, you may need to reconfigure 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 different cable into the network
connection. There might be a problem with the network plug or cable.
7.
If hardware has recently been installed, remove it and determine whether the computer functions
properly.
8.
If software has recently been installed, uninstall it and determine whether the computer functions
properly.
9.
If the screen is blank, confirm the display choice by pressing Windows logo
+ P and set to screen
only. Or plug an external monitor into a different 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 fix the problem.
11. Press the caps lock and/or num lock key. If the caps lock and/or num lock light toggles on or off, the
keyboard is likely operating correctly.
12. Press the TouchPad On/Off button light. If the light toggles on or off, 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
100 Chapter 7 Troubleshooting guide
●
Product model name and number
●
Product identification number
●
Applicable error messages
●
Add-on boards or hardware
●
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 classification on page 84 tables. The following sections identify the issue with symptoms
and solutions to resolve an issue.
Power-on issues
No Power
When a unit experiences no power there are several contributing factors to consider. Be sure to consider all
symptoms related to this behavior in troubleshooting.
Symptoms
Possible causes
●
Computer does not start
Failed power input to the computer (external power source, AC adapter, faulty battery).
●
Display is black or blank
Bad connection to the computer (bad power button, power connector).
●
No fan noise
Defective parts (memory, hard drive, graphics) or failed system board.
●
No hard drive spinning
●
Lights do not glow
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
Verify external power source (2. Examine the environment on page 86).
Perform a hard reset (8. Hard reset on page 95).
Verify AC adapter
It is preferable to verify the battery before verifying the AC adapter. However, you can
verify the AC adapter first, 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 verified working computer.
●
Plug in AC adapter and power on computer without battery.
●
Inspect power port on computer side for any damage, dust, or debris.
Common issues and possible solutions 101
●
NOTE: Refer to battery replacement section
for removing/replacing the battery
Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 92). 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.
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 92). 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 verified working battery. If the computer
boots, inspect original battery before replacement.
6.
Test battery with a verified 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:
NOTE: 2015 mWS does not have the power
cable between system board and power
connector on chassis
This action requires a digital voltmeter.
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.
Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 92)
At this point, there should be sufficient 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)
Verify Power Good (Troubleshooting) lights
1.
Verify if the system board has power-on issue related. If there is no power-on
issue, move to next steps. For more information, see Power Good
(Troubleshooting) lights on page 94.
2.
Verify all connections and reseat parts (10. Reseat cables and connections
on page 96).
Verify system board
1.
102 Chapter 7 Troubleshooting guide
Test essential hardware configuration (11. Test with minimum configuration
on page 97, 12. Test with verified working configuration (hardware and/or
operating system) on page 98, 13. Replace the system board on page 98) by
removing nonessential parts.
2.
Tips and tricks
If there is still no boot, replace system board.
Computer automatically boots without pressing power button when RTC 3V battery
has been removed. Therefore, after the service door and RTC 3V battery are removed,
no need to press power button from top side.
In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot.
However, mWS G3 can boot with integrated graphics.
See Overview of How to Troubleshoot Problems When a Computer Does Not Start Up
or Boot Properly
Intermittent power-on, shutdown, reboot
Symptoms
●
Does not always turn on
●
Intermittently hangs
●
Intermittently shuts down
●
Spontaneously reboots
Possible causes
Electrical short, fluctuating 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 101).
Troubleshooting steps
1.
Visually check power ports on both AC adapter and computer sides.
2.
Inspect power sources:
a.
Verify AC adapter working correctly. Use a confirmed working adapter to test.
b.
Verify that battery is not depleted while system is in Sleep state. Test with a
confirmed working battery.
The sections below are intended for authorized service providers/technicians.
1.
Follow actions in No Power on page 101.
a.
Be sure that AC adapter has correct DC voltage.
b.
Verify battery - test with a confirmed 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 configuration (11. Test with minimum configuration on page 97)
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 verified working parts, one
component at a time. If system still does not boot, replace system board.
Common issues and possible solutions 103
AC adapter issue
Solution
Symptoms
Possible causes
●
No sign of power
AC adapter and others (i.e., external power source)
●
No boot
Troubleshooting steps
●
No rear power light
Quick check
●
No front power light
1.
Verify external power source (2. Examine the environment on page 86).
●
Battery does not charge when AC
adapter is connected
2.
Remove all external devices, including docking station.
3.
Perform a hard reset for the computer (8. Hard reset on page 95).
4.
Disconnect and reassemble the power cord and adapter in case the adapter
experienced short circuit, over current, over temperature events.
5.
Use a verified working adapter. If the computer operates normally, there is a
problem with the original adapter.
6.
Verify that the AC adapter works on a verified working computer. If the computer
operates normally, there is no problem with the adapter. See HP Smart Adapter
warning message on page 118 for further information.
Verify AC adapter
Tips and tricks
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 92). 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.
The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power
rating and throttling purpose. If this pin is broken, the rear power light will be on but
the power button and front power lights will blink continuously and the computer will
not turn on. Third party AC adapter will not work on the computer.
Use the AC adapter that came with the computer for better performance.
See HP Notebook PCs - Testing and Using the AC Power Adapter
Battery not recognized, not charging
Symptoms
Possible causes
●
No battery status light
Defective AC adapter and/or battery.
●
Blinking amber (critically low
battery level)
NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a
good AC adapter.
●
No boot without AC adapter
104 Chapter 7 Troubleshooting guide
Troubleshooting steps
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 off: battery not recognized.
2.
Battery status light is blinking amber: critically low battery level.
Reset
1.
Hard reset (8. Hard reset on page 95)
2.
Soft reset (9. Soft reset (Default Settings) on page 96)
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 confirm 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 88)
●
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 90)
Tips and tricks
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.
3.
If issue remains, test with a verified working battery and verify battery status lights
and battery conditions.
4.
If issue remains, replace system board.
5.
Verify the new replacement.
See the computer user guide for instructions regarding battery maintenance and increasing
battery life.
●
Reference: HP Notebook Mobile Workstations - Improving Battery Performance
(Windows 10, 8, 7, Vista)
●
Reference video: Testing and Calibrating the Battery on PC Notebooks
Common issues and possible solutions 105
Battery discharges too fast
Symptoms
Possible causes
Battery has good status light but discharges
too fast
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 verified working AC adapter.
Verify battery: Battery capacity can degrade over time, so check the warranty
coverage. Run a battery test to confirm 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.
Tips and tricks
Compare discharge time with a verified working battery (remove AC adapter)
using Hardware Diagnostics (UEFI) > Hard Drive Tests > Extensive Test > Loop
until error.
To conserve battery power, turn off Wireless On-Off button and other 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.
Reference: HP Notebook Mobile Workstations - Improving Battery Performance
(Windows 10, 8, 7, Vista)
Reference video: Testing and Calibrating the Battery on PC Notebooks
106 Chapter 7 Troubleshooting guide
Burnt smell
Symptoms
Possible causes
Emits smoke, burnt smell
Defective on-board components.
Troubleshooting steps
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).
The sections below are intended for authorized service providers/technicians.
Further inspection on components
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.
POST
No video (with power)
Symptoms
●
No video (black/blank image) but
have power
●
Light activity
●
No error messages
●
Fan noise
●
Hard drive light blinking and hard
drive noise
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.
Troubleshooting steps
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 conflict and result in loss of video.
3.
Perform hardware reset (8. Hard reset on page 95) 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.
Common issues and possible solutions 107
5.
If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers
on page 87) and perform soft reset (9. Soft reset (Default Settings) on page 96) 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 configuration (11. Test with minimum configuration on page 97) 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 119 section.
8.
If issue persists (no video), test with external video.
9.
If issue persists, test or replace a confirmed working display.
10. If issue persists, replace discrete graphics card.
11. If issue persists, replace system board due to defective video function.
Tips and tricks
Swipe a metal piece (screwdriver) over wireless/mute buttons to act as if closing lid to force
video output to external display device. See the “External component identification –
Display” section for location of the magnetic sensor.
Blinking lights
Symptoms
Possible causes
Lights blink on keyboard caps
lock/num lock keys
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.
Troubleshooting steps
Note
108 Chapter 7 Troubleshooting guide
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 92) 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 96) one at a time.
Since the display may not be functional, lights are used to indicate an error.
Diagnostics error messages
Symptoms
●
Computer has power
●
POST error message displays
(Windows logo has not yet
appeared)
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 firmware for the
component.
Troubleshooting steps
Note
1.
See 7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages on page 92 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 96)
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.
An Error Message means the system has finished 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.
Common issues and possible solutions 109
BIOS password
Symptoms
Possible causes
Some sections are unavailable (grayed
out)
BIOS administration password is required.
Troubleshooting steps
Reference
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.
HP F10 Setup Overview
HP Business Notebook and Desktop PC F10 setup overview – 2012 and 2013 Business PC
models
HP Business Notebook and Desktop PC F10 setup overview – 2014 Business PC models
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.
Performance (OS)
NOTE:
Most software problems occur as a result of the following:
●
The application was not installed or configured correctly.
●
There is insufficient memory available to run the application.
●
There is a conflict 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 certified 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.
110 Chapter 7 Troubleshooting guide
Intermittent shutdown
Symptoms
●
Shutdown during startup
●
Shutdown during operation
Possible causes
It is often difficult to troubleshoot an intermittent issue. Possible causes include the
following:
Power-related issue: defective or insufficient 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.
Troubleshooting steps
1.
Update BIOS and drivers. (4. Update BIOS and drivers on page 87)
2.
Perform hard reset (8. Hard reset on page 95)
3.
Perform soft reset (9. Soft reset (Default Settings) on page 96)
Power related issue
1.
Verify functionality of AC adapter alone. If no functionality, test with a verified 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.
OS custom settings
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 confirmed working operating system to isolate custom settings by users or
any conflicting applications that cause shutdown.
The sections below are intended for authorized service providers/technicians.
Thermal-related issue
1.
2.
Verify thermal condition:
a.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 88)
b.
Check fan and connection. Reseat fan cable.
c.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
d.
Test with a verified working fan.
e.
Remove old thermal compound and pads and replace with new compound and
pads.
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 88) 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).
Common issues and possible solutions 111
Tips and tricks
2.
Verify that lights are solid.
3.
If shutdown is reproducible, test essential hardware configuration:
a.
If no issue with hardware configuration, reinstall one non essential component at
a time to determine faulty hardware.
b.
If issue persists, replace essential hardware with a confirmed working part, one at
a time. If no boot, replace system board.
Intermittent issue is difficult to reproduce and troubleshoot. It is important to record details
on shutdown frequencies, system configuration (3D video application) and operating
conditions.
Blue screen
Symptoms
●
Have power, light activity, fan spinning
●
HP Logo displays briefly
●
Fails to boot into Windows operating
system, displays blue screen, and then
crashes, restarts, or stops responding
Possible causes
Recent changes: conflict 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).
Important Notes & Resources
Troubleshooting steps
There are many different ways to troubleshoot a blue screen error. Therefore, you
need to identify working configuration (Windows 7/8/10) and specific symptoms
of the failure in order to narrow down the issue. Refer to Blue screen (BSOD) error
on page 136.
Recommended resources
Microsoft knowledge base:
Resolving Blue Screen errors in Windows
HP Troubleshooting Error Messages on a blue screen:
HP Notebook PCs - Troubleshooting Error Messages on a Blue Screen that may
Occur During Startup or Boot
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 95) after disconnecting all external peripherals.
3.
Reset BIOS to default (9. Soft reset (Default Settings) on page 96) to prevent booting to another device.
4.
Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 88) to isolate major faulty
hardware issues.
112 Chapter 7 Troubleshooting guide
●
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 88.
5.
Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software
on page 87). For example, incompatible memory or new solid-state drive storage.
6.
Reseat cables and connections (10. Reseat cables and connections on page 96). 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:
9.
a.
Update BIOS and drivers (4. Update BIOS and drivers on page 87) to support updates for
incompatibilities.
b.
Get all the latest updates, using Windows Update.
c.
Undo recent changes:
●
Startup using Last Known Good Configuration.
●
Use System Restore.
●
Roll back device driver in Device Manager.
d.
Check for specific Error Message. See Common Blue Screen Error Messages on page 147.
e.
Boot to safe mode (11. Test with minimum configuration on page 97) to troubleshoot issues.
If you cannot start Windows:
a.
Boot to safe mode. (11. Test with minimum configuration on page 97)
b.
Use Startup Repair to fix Windows startup files.
c.
Undo recent changes using System Restore to revert to a previous “working” state.
d.
Check for specific STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use
Windows Debugging Tool on page 148.
e.
Restore computer using System Recovery or image backup to factory settings.
10. Lastly, test with essential hardware configuration (11. Test with minimum configuration on page 97)
along with a verified 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.
Common issues and possible solutions 113
Windows Advanced Boot Option
Windows 7:
1.
Press F8 to open the Windows Advanced Boot Option screen.
2.
Select Disable automatic restart on system failure to view error messages.
Windows 8:
1.
Press F11 (System Recovery) to open the Windows Advanced Boot Option screen.
2.
Select Startup Settings to view error messages.
Freeze at Windows Logo (hang/lockup)
Symptoms
●
Has power, light activity, fan spinning
●
HP Logo displays briefly
●
Attempt to boot to operating system and
freeze/hang at Windows logo
●
No response to pressing num lock or caps
lock key
114 Chapter 7 Troubleshooting guide
Possible causes
Conflict of instructions from multiple programs or drivers; installing a new hardware
or program that is not compatible (may also cause a blue screen error—see blue
screen issue).
Troubleshooting steps
Follow suggested steps below one at a time to verify normal boot process:
Tips and tricks
1.
Disconnect all external peripherals, and perform a hard reset (8. Hard reset
on page 95).
2.
Perform soft reset (9. Soft reset (Default Settings) on page 96).
3.
Update BIOS and drivers (4. Update BIOS and drivers on page 87).
a.
Roll back to previous version may be necessary.
b.
Go to safe mode to install drivers.
4.
Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 88)
to isolate hardware issue.
5.
Undo recent changes in Windows (5. Remove or uninstall recently added
hardware, software on page 87).
6.
Reseat cables and connections (10. Reseat cables and connections
on page 96).
7.
Start Windows in safe mode (11. Test with minimum configuration
on page 97).
8.
Use Startup Repair Windows to fix Windows damaged files.
9.
Test with essential hardware configuration (11. Test with minimum
configuration on page 97) along with a verified working operating system (i.e.,
USB Windows-To-Go ) if available to isolate the software issue.
For more information, see HP PCs - Using Task Manager (Windows 10, 8).
Electromagnetic Interference (EMI)
Symptoms
Possible causes
System locks up, freezes in certain
physical area or location
Electromagnetic interference (EMI).
Troubleshooting steps
1.
See (2. Examine the environment on page 86). Pay attention to external power source,
high-frequency signals such as cell phones, microwave ovens.
2.
Move the computer to different locations nearby to determine where it fails and where it
does not fail.
3.
Test with a verified working computer in original factory configuration.
4.
Consult with support.
Common issues and possible solutions 115
No wake up
Symptoms
Possible causes
When resuming from a power
management state the computer may
display:
Power-saving mode; multiple-display setting.
●
Blank screen
●
Some light activity
Troubleshooting steps
1.
Verify that front power light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 92) is blinking (indicating Sleep state). Press
power button to exit Sleep.
2.
Reset BIOS to default (associated with OS Power Management in Power Menu) (4.
Update BIOS and drivers on page 87)
3.
Verify power management settings in Windows Power Options. Disable Sleep options if
the issue is resolved.
4.
Screen saver is set. Press any key or touch TouchPad to resume.
5.
Verify that Display Choice is set to external video only. Toggle screen control key
combination Fn + F4 or Windows logo
Tips and tricks
116 Chapter 7 Troubleshooting guide
+P.
If you are using a docking station, set your notebook display as a primary display. When the
computer is undocked, you may think it is in a power-saving state, but the screen image may
actually display on an external display device in the docking configuration.
Unresponsive
Symptom
Possible causes
Unresponsive
Program in use has stopped responding to commands.
Troubleshooting steps
1.
If possible, use the Windows Task Manager to isolate and terminate the offending
process.
2.
Attempt the normal Windows shutdown procedure.
3.
Restart the computer using the power button.
Slow performance
Symptom
Possible causes
Slow performance when performing
small tasks, or even in idle mode
Processor is hot or hard drive is full.
Troubleshooting steps
Processor is hot
1.
Verify that airflow to the computer is not blocked.
2.
Verify that chassis fans are connected and working properly. Some fans operate only
when needed.
3.
Verify that the processor heat sink is installed properly.
Hard drive is full
1.
Transfer data from the hard drive to create more space on the hard drive. Microsoft
recommends at least 200 MB to sync system files.
2.
Perform disk defragmentation to consolidate fragmented data on the hard drive so it
will work more efficiently.
Also see Slow performance on page 136.
Tips and tricks
See Improving System Performance (see Routine Maintenance for Performance
Improvement on page 147).
See Tips to free up drive space on your PC.
See Optimize Windows for better performance.
Common issues and possible solutions 117
HP Smart Adapter warning message
Symptom
Possible causes
Warning message displayed in Window
Less powerful AC adapter, BIOS out of date.
Troubleshooting steps
Note
1.
Update BIOS that may contain a table that assigns an appropriate adapter for
a certain configuration.
2.
Update the latest HP Hotkey Support software from Drivers website.
3.
Verify sufficient power source (where adapter is connected).
4.
Use appropriate AC adapter (often supplied with system) for optimum
system performance.
5.
Test with a verified working AC adapter.
6.
Test the adapter on a verified working computer.
7.
Contact HP for configuration details.
HP Smart AC adapter warning message: informs you that as power demands
increase, the notebook may not perform at full capacity, which may result in
longer battery-charging time. In cases of extreme power demands, the system
may also throttle back the processor, or with systems that have a discrete video
sub-system, a video balance mode may occur to further balance the power needs
of the system.
System processor functions always have priority over battery charging, so
charging delays will occur first.
Incorrect time and date
Symptom
Possible cause
Incorrect date and time
Real-time clock (RTC) battery might need replacement.
Troubleshooting steps
118 Chapter 7 Troubleshooting guide
1.
Reset the date and time in the operating system Control Panel.
2.
Replace the RTC battery.
3.
Verify that date and time are correct.
Display
Display anomalies
The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians.
However, HP highly recommends that users and technicians observe specific symptom vs. generic symptoms
and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Symptom
Common display issues with symptoms:
●
Blank/black video
●
Incorrect/missing color/distorted image
●
Flickering image
●
Vertical lines (due to LDVS, decreased signal integrity, and data loss)
●
Dead pixel (due to display liquid, internal transistor, etc.)
●
Horizontal lines (due to video memory)
●
Distorted when hot (due to thermal issue)
●
Cracked screen/image (physical damage)
●
Light leakage/bleeding
Contact support for assistance.
●
Humming noise (due to frequency settings)
Contact support for assistance.
Cracked screen
Cracked image
Blurred image
Dead pixel
Vertical lines
Horizontal lines
Common issues and possible solutions 119
Quick check
●
Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc.
●
Reset and update BIOS and docking firmware.
●
Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc).
For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy
disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error,
graphics/video issues) in the BIOS Legacy setting.
●
Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, etc.).
●
Test with a verified working external display.
●
Boot to Windows in safe mode.
●
Test with a verified working operating system (i.e., shipping image).
HP PC Hardware Diagnostics (UEFI) for video test
Use this tool to quickly determine if the display issue is related to a real hardware issue.
To start HP PC Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 88), when the
computer is at boot, press the F2 key, select Component Tests, and then select Video.
There are three options:
●
Video Memory Check: to test video memory
●
Palette Check: to test the three video color components (red, green, blue)
●
Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the
“HP PC Diagnostics 3-in-1 USB Key” tool)
Review the video troubleshooting in the Display section below for specific issues and possible solutions. For
additional information about display problems, refer to documentation provided by the product
manufacturer.
120 Chapter 7 Troubleshooting guide
Display assembly diagram
The display assembly diagram shows basic video components: system board, graphics cards, display cables,
display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a
combination of these components can contribute to a video issue.
NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the
sensor acts like a switch is closed. A notebook can force a video output to an external monitor, or go to
hibernation or standby mode through power management. If the display screen does not light up when the
display is open, the lid close switch (Hall-effect sensor) could be faulty.
Dead pixel
Display panel may show one or more pixels that are not properly lit when displaying a single color over the
screen area. Use HP PC Hardware Diagnostics (UEFI) tool to determine those defective pixels. There is no
solution for dead pixels. Refer to Display Issue: Pixel Anomalies on page 153 for the HP dead pixel policy.
No video (internal)
Symptoms
Possible causes
No internal video with certain
programs (i.e., video-intensive games)
Display resolution, brightness, faulty lid switch, running a program requiring a higher
resolution than the display screen can support..
Faulty lid switch may put the system into Sleep or Hibernation mode.
Troubleshooting steps
Use an external monitor with higher resolution.
Test with external monitor using HDMI or HP port. Press the power button and close the
computer lid to force video output to external video. If there is still no video, contact support.
References
See section No video (with power) on page 107 for display information.
Common issues and possible solutions 121
No video (external)
Symptom
Possible causes
No image on external monitor
External monitor, resolution, display configuration, drivers.
Troubleshooting steps
1.
Be sure external monitor is compatible with the computer.
2.
Be sure that external monitor is turned on.
3.
Press any key to get out power saving mode.
4.
Adjust the brightness of the monitor.
5.
Test with a verified working monitor.
6.
Test the monitor via internal ports (VGA, DP ports).
7.
Install latest video driver.
8.
Reset the screen resolution as described in the documentation.
9.
Configure display choice, and then force output to external video by closing the
notebook lid or pressing Fn + F4 to switch screen output.
DisplayPort/VGA
See No video (external) on page 122.
HDMI
Symptoms
●
Display issue
●
Sound issue
Possible causes
Cable, connection, settings.
Troubleshooting steps
Quick Check
References
122 Chapter 7 Troubleshooting guide
1.
Verify HDMI device input source is set correctly (i.e., HDMI1).
2.
Be sure you are using the correct HDMI cable.
3.
Check connection and reconnect the HDMI cable.
4.
Verify if sound output is configured correctly in Control Panel > Sound Manager.
1.
Perform hard reset (4. Update BIOS and drivers on page 87).
2.
Update BIOS and drivers (4. Update BIOS and drivers on page 87) when sound is heard but
no video on HDTV.
HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues
No or bad external video via docking
Symptoms
Possible causes
No or bad image on external monitor
via ports of docking station (VGA, DP,
TB, display port, etc.)
Rooted from system board, software/drivers, dock connectors, docking station hardware/
firmware, dock video ports (DP, VGA, etc).
Troubleshooting steps
1.
Be sure that external monitor is powered on.
2.
Be sure that external monitor is compatible with the computer.
3.
If applicable, plug the dock in different Type-C ports.
For more information, see the technical white paper titled ”HP ZBook 65/150/200 W
Thunderbolt 3 Dock User Guide.” Go to http://support.hp.com/, enter your model
number, and then click Manuals > Technical white papers.
Note
4.
If the screen image is distorted, try a DP-to-VGA adapter. Connect the adapter to each
DisplayPort and VGA port of the dock.
5.
Test the monitor via internal ports (VGA, DP, HDMI, etc.).
6.
Verify that dock connectors of the notebook and the dock are clean, without dust,
debris (e.g., using air duster).
7.
Ideally, use a verified working operating system/system connected to the dock to
isolate the issue of the current operating system.
8.
Ideally, use a verified working docking station to isolate the faulty dock.
9.
Update latest dock firmware. Be sure to follow the installation instructions carefully.
You may want to try a DP-to-VGA adapter if you have a distorted screen image. Connect
the adapter to each DisplayPort of the dock. If you still cannot update the dock,
attempt to update it on a confirmed working notebook before having the dock
replaced.
See the technical white paper titled “Multiple displays on HP ZBook Mobile Workstations”
from HP platform support website. Go to http://support.hp.com/, enter your model number,
and then click Manuals > Technical white papers.
Incorrect or missing color/distorted image
Symptoms
Possible causes
System works normally but the display
shows:
Loose connection, display cable, display, graphics card.
●
Missing or strange color
●
Image distortion
Troubleshooting steps
Verify with external monitor (i.e., VGA)
1.
Use combination Fn + F4 to enable output to external monitor.
2.
Close the lid.
If the external monitor also shows incorrect color, it is graphics card issue. Test with a
verified working graphics card.
Verify display cable and cable connection–Display disassembly is required.
Be sure that external display cables are not pinched or damaged.
Common issues and possible solutions 123
Be sure that external display cables have good connection at both ends (system board and
display panel).
●
If moving cables affects the image, it is display cable. Test with a confirmed working
cable.
●
If moving cables does not affect the image, is display issue. Test with a confirmed
working display
Touch screen
Symptoms
Possible causes
Unresponsive
Dirt and smudge, driver, touch display configuration, power management.
Inaccurate
Troubleshooting steps
Quick check
Turn off the computer, spray glass cleaner onto a soft, damp cloth, and gently
wipe the screen to remove dirt and smudge.
NOTE:
Configure the touch display in Control Panel >
Tablet PC Settings
Do not spray cleaner directly onto the screen.
1.
Restart the computer.
2.
Verify touch screen and graphics drivers.
3.
Configure the touch display to identify the screen as a touch screen as shown
in the image at left.
4.
Calibrate the screen and reset if touch functionality is still not working
correctly.
5.
Perform diagnostic test in HP Hardware Diagnostics under Component Tests
> Touch Screen.
If the diagnostics tests pass but the touch screen still does not respond,
continue following the steps.
6.
Adjust the power management settings for your touch screen.
If the touch screen stops working after waking from sleep, adjust the power
management settings so that the touch screen device stays active while the
computer is in sleep mode.
References
7.
Perform Microsoft System Restore and restore to a time when the system
was working.
8.
Perform HP System Recovery if none of the above actions resolves the issue.
HP Notebook PCs - Touch Screen Issues (Windows 10)
HP Notebook PCs - Touch Screen Issues (Windows 8)
124 Chapter 7 Troubleshooting guide
I/O devices
NOTE:
●
Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express,
etc).
●
If you have problems with external devices not provided by HP, contact device manufacturers for
compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI
Express Card reader, VGA/Display/HDMI monitors, Speakers, etc).
●
Be sure I/O devices are properly inserted into the I/O ports, and then be sure the I/O devices are
recognized by Windows Device Manager.
Keyboard
Symptoms
Possible causes
Keystrokes not recognized
Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
Characters not matched
Troubleshooting steps
1.
Inspect the keyboard for any signs of dust, liquid, or debris trapped under sticky keys
that might prevent keystroke recognition.
2.
Check for incomplete connection between keyboard and system board by verifying that
caps lock or num lock light turns on when key is pressed.
3.
Verify whether the keyboard is recognized in Windows Device Manager and verify
whether the keyboard driver is installed properly.
4.
Test with a working external keyboard (i.e., USB keyboard).
Also test in Windows for special keys (Caps Lock, Shift, Ctrl, Fn, Windows, Alt) if
necessary.
5.
Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a
software issue.
6.
Verify that BIOS is up to date. If so, resetting BIOS to default may help.
7.
Test with verified working operating system or restore operating system to be sure that
the issue is not caused by different language settings, sticky keys feature, etc.
8.
Verify that keyboard flex cables are fully inserted and in good condition.
The sections below are intended for authorized service providers/technicians.
Tips and tricks
1.
Verify if keyboard flex cable is in good condition (no delamination or torn cable end, no
missing or cracked tracks, pads).
2.
Verify keyboard flex cable ends are fully inserted and aligned with connectors on
system board, and those connector tabs are properly closed. Reseat cables.
3.
Replace new internal keyboard and retest.
A key only works when pressed with force. Inspect and remove debris trapped under keycap.
Common issues and possible solutions 125
Keyboard point stick
Symptom
Possible causes
Point stick not working properly
Dust trapped under point stick, loose point stick cap.
Troubleshooting steps
1.
Inspect any signs of dust, liquid spill that prevent point stick from working.
2.
Check whether point stick cap is loose and reseat it if necessary.
The sections below are intended for authorized service providers/technicians.
1.
Verify whether keyboard flex cables are in good condition (no delamination or torn
cable end, no missing or cracked tracks, pads).
2.
Verify keyboard flex cable ends are fully inserted and aligned with connectors on
system board and back of keyboard and that connector tabs are properly closed.
3.
Reseat point stick cables.
Example of back of keyboard, including
keyboard, point stick, and backlight
cables.
Keyboard backlight
Symptom
Possible causes
Backlight function not working
properly
Backlight disabled, loose connection.
Troubleshooting steps
NOTE:
Not all notebook computers have backlit keyboards.
A keyboard function key lets you turn the light on and off. Verify if backlit feature is not
disabled by pressing a combination of Fn + Backlit key.
The sections below are intended for authorized service providers/technicians.
126 Chapter 7 Troubleshooting guide
1.
Verify if backlight flex cables are in good condition (no delamination or torn cable end,
no missing or cracked tracks, pads).
2.
Verify backlight flex cable ends are fully inserted and aligned with connectors on
system board and that connector tabs are properly closed.
3.
Reseat backlight cable.
TouchPad
Symptoms
Possible causes
Not working properly
On/Off enabled, driver, settings.
(1) – Touchpad on/off button
Troubleshooting steps
(2) – Touchpad
1.
Ensure touchpad On/Off light is not amber (disabled). Double touch to enable.
2.
Verify if touchpad device is listed in Device Manager > Mice and other pointing
devices.
3.
Install the latest touchpad driver.
4.
Adjust touchpad settings (Control Panel > Mouse).
5.
Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool (F2 >
Component Tests > Mouse Test > Pointer Test & Drag and Drop Test).
The sections below are intended for authorized service providers/technicians.
1.
Check the touchpad cable for damage or a loose connection, and then reseat the
touchpad cable.
2.
If issue persists, replace the touchpad and verify the change.
Network Connectivity Ethernet (RJ-45 jack)
Symptoms
●
Unable to find networks (yellow bang)
●
Connection dropouts
●
Slow performance
Possible causes
Network source, cable, connection, RJ-45 port, driver, settings.
Troubleshooting steps
Quick Check: verify the network status lights that supposed to flash when
there is network activity.
HP Support Assistant tool - No network detected in
HPSA
1.
Turn off the computer’s wireless feature (press wireless button).
2.
Verify that networking source with recommended distance to the base is
less than 300 feet.
3.
Examine the Ethernet cable for damage. Test with a verified working
cable.
4.
Test with different networks and jacks and check with IT for hardware
compatibility settings.
5.
Connect a verified working RJ-45 cable directly to the computer to isolate
other related issues (e.g., router, switch, docking station).
6.
Verify Ethernet port lights (RJ-45):
●
Green (left): network is connected.
●
Amber (right): network is showing activity.
Common issues and possible solutions 127
7.
Test with HP Support Assistant in Windows.
8.
Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware
issue from a software issue.
9.
Examine Ethernet ports on the computer, docking station, and wall for
damage, dust, obstructions.
10. Update drivers: Verify that Ethernet module is displayed in Device
Manager and be sure that device driver is up to date. If updating drivers
does not help, try rolling back to previous drivers.
11. Reset BIOS to Default: If other devices can connect to network, but
computer cannot connect, a BIOS setting might be the cause of the
problem. Restore BIOS to default.
12. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.
13. Replace system board and verify that the issue is fixed.
Network connectivity wireless (WLAN)
Symptoms
●
Unable to find networks (yellow bang)
●
Connection dropouts
●
Slow performance
HP Support Assistant tool - No network detected in
HPSA
Possible causes
Network source, cable, connection, wireless module, driver, settings.
Troubleshooting steps
1.
Turn off the computer’s wired network (remove RJ-45 cable).
2.
Examine environment for interference, such as cell phone or microwave,
that may emit high frequencies (above 1 GHz).
3.
Verify wireless source by moving computer closer to the wireless base/
router.
4.
Test with different wireless networks and check with your IT department for
hardware compatibility, settings.
5.
Verify that the wireless light is on. If the light is amber, press the wireless
button to enable the wireless device.
6.
Test with HP Support Assistant in Windows.
7.
Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware
issue from a software issue.
8.
Update drivers: Verify that wireless module is displayed in Device Manager
and be sure that wireless drivers are up to date using www.hp.com or HP
Support Assistant. If updating drivers does not help, try rolling back to
previous drivers.
9.
Reset BIOS to Default: If other devices can connect to your wireless
network, but your computer cannot connect, a BIOS setting might be the
cause of the problem. Restore BIOS to default.
Wireless Adapter Properties - U-APSD support
10. Configure power management advanced settings as necessary.
In the example to the left, U-APSD support (Unscheduled Automatic Power
Save Delivery) is changed to Disabled to resolve an incompatible access
128 Chapter 7 Troubleshooting guide
point. If disabling U-APSD improves the throughput issue, check with the
access point provider for updated firmware that resolves the issue.
11. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.
12. Test with a verified working wireless module.
The sections below are intended for authorized service providers/technicians.
1.
Verify that the wireless module and its antenna cables are fully inserted
and in good condition (see WLAN module removal and replacement
section). Reseat wireless module and antenna connection.
2.
Verify module antenna cable connection are not loose.
3.
Verify antenna cables are properly connected to the MAIN and AUX
terminals (see WLAN module removal and replacement section).
WWAN
Symptom
Possible causes
Unable to find networks/service
Network source, cable, connection, driver, settings.
Troubleshooting steps
1.
Update to the latest driver and utility.
2.
Check with network service provider for signal coverage.
3.
Make sure signal strength is good.
4.
Make sure your service is active.
The sections below are intended for authorized service providers/technicians.
●
Verify module and antenna cable connections are not loose.
●
Verify antenna cables are properly connected to the correct terminals. For example, the
antenna cable labeled “1” connects to the “Main” terminal labeled “1”. The antenna cable
labeled “2” connects to the “Aux” terminal labeled “2”.
Common issues and possible solutions 129
USB
Symptoms
●
USB devices are not recognized
●
USB devices are not charging
Possible causes
USB devices do not have the latest software drivers, port insufficient power, or not
compliant.
NOTE:
Examples of USB device Not Recognized
130 Chapter 7 Troubleshooting guide
USB Type-C uses a different connector entirely
Troubleshooting steps
1.
Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB
port/hub in case of power surge.
2.
Soft Reset (9. Soft reset (Default Settings) on page 96) and verify if USB device is
recognized.
3.
Verify if USB device is recognized in Device Manager > Universal Serial Bus
Controller, or USB is recognized without Yellow bang.
4.
Verify if the latest USB driver or/and USB chipset driver are installed. USB driver
could be removed and reinstalled.
5.
Make sure USB device is supported, for example, USB 3.0 device requires more
power drawn (0.9A) from USB port than USB 2.0 device (0.5A). As a result, identify
USB charging port to be used for charging a USB device, or an external AC power
adapter may be required for an external USB storage to work properly.
6.
Test with verified working USB devices (keyboard, mouse, USB key) to make sure
USB ports are functional.
7.
Test USB device on a verified working computer to make sure USB device is not
malfunctioning.
Smart card reader
Symptoms
Possible causes
●
Not recognized
Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.
●
Unable to write
NOTE: Some cards have a read/write security switch on the card. Make sure that
switch is set to “write enabled” before attempting to write data to it.
Card Reader Removal Policy
Troubleshooting steps
1.
Verify card reader removal policy.
2.
Make sure there is no physical damage to the card.
3.
Inspect the ends of the memory cards for dirt or material closing a hole or
spoiling a metal contact. Clean the contacts with a lint-free cloth and small
amounts of isopropyl alcohol. Replace the memory card if necessary.
4.
Reinstall and update the drivers for the card reader.
5.
Make sure the smart card reader is compliant with ISO 7816 Class A, B, and C.
6.
Reinsert the card reader with correct face as described in its documentation.
7.
Check reader function with a verified working card.
CAUTION: If the card reader has an in-use indicator light, do not insert or remove
memory cards while the light is flashing. Doing so may cause loss of data on the card
or may permanently damage the card reader.
Common issues and possible solutions 131
Speaker, headphone - audio issues
Symptoms
●
No sound from external or
internal speakers
●
Distorted sound, too soft, too
loud, intermittent
Possible causes
Volume turned down, sound card not recognized, malfunctioning hardware, electronic
interference.
Troubleshooting steps
1.
Remove any device connected to the Audio jack to enable the internal speaker.
2.
Close all open programs.
3.
Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute).
- or Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4.
Verify that sound card is detected in Windows Device Manager.
5.
Reinstall the latest audio driver.
6.
Test audio device using HP PC Hardware Diagnostics (UEFI) tool (F2 > Component Tests
> Audio).
7.
Test with a verified working operating system. If issue is resolved, restore full operating
system.
8.
Test with verified working external speakers or headset.
9.
Reseat internal speaker connections.
10. Test with verified working internal speakers.
11. Replace internal speakers.
No sound from headphones
No sound from external speakers
1.
Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute). Or adjust Windows volume control by clicking the speaker icon on the Windows
taskbar. Be sure that the sound it not muted.
2.
Check headphone cable connection.
3.
Test with a verified working audio board.
4.
Replace audio board and verify the change.
1.
Verify that external speakers are turned on.
2.
Disconnect headphones from headphone jack.
3.
Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute).
- or Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4.
132 Chapter 7 Troubleshooting guide
Check for possible interference devices nearby that may impact the audio (cell phone or
portable communications handset.)
Thunderbolt (TB)
Symptom
Possible causes
Thunderbolt device not working
BIOS, drivers, and user settings.
Troubleshooting steps
1.
Update to the latest BIOS and choose appropriate TB Port settings.
2.
Reset User Account Settings to default.
3.
Update Intel Thunderbolt software that includes firmware version (for TB controller), driver
version (operating system driver), and application version.
4.
Verify that TB device is detected in Windows Device Manager.
5.
Verify TB port, cable and connection.
6.
Test with a verified working TB board, if possible.
NOTE: Thunderbolt is new technology. Thunderbolt cable and Thunderbolt device must be
compatible with Windows. To determine whether your device is Thunderbolt Certified for
Windows, see https://thunderbolttechnology.net/products.
Common issues and possible solutions 133
Storage
NOTE:
●
Back up all critical data prior to drive troubleshooting.
●
Prior to contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP
PC Hardware Diagnostics (UEFI) tool on the suspected failed drive.
●
Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB (HP PC
Diagnostics 3-in-1 USB Key).
●
The drive quick test is recommended to quickly (less than 10 minutes) identify the malfunctioning drive.
If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which will run until an error
occurs).
●
If any test fails, record failure code and contact support for instructions on how to order a replacement
hard drive.
●
If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under
warranty that does not fail the HP Hard Drive Self-Test.
●
If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows
operating system to troubleshoot the problem.
134 Chapter 7 Troubleshooting guide
Hard drive/solid-state drive not recognized
Symptom
Possible causes
Hard drive is not recognized during
POST
Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
Troubleshooting steps
1.
Perform a hard reset (8. Hard reset on page 95).
2.
Reset BIOS to default.
3.
Verify hard drive connection and flex cable. Reseat hard drive and cable connection. For
multiple storage devices, keep the primary drive with the operating system and remove
other devices.
4.
Use the HP Hardware Diagnostics tool to verify the drive is recognized and test it.
5.
If the hard drive fails diagnostics, record failure and have the drive replaced.
6.
Identify when the issue is related to software. If the hard drive passes diagnostics, test
the drive on a verified working computer. If the failure follows the drive, reinstall the
operating system to make sure software is not an issue.
7.
Test with a verified working hard drive. If it is still not recognized, the system board is
faulty.
NOTE: If the drive is seen in BIOS and Diagnostics, try a secure erase prior to replacing a
drive as this may resolve related issues.
No boot to operating system (no read/write error)
Symptoms
●
Post error message: Boot Device
not found (3F0)
●
Hang when booting to operating
system
Possible causes
Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.
Troubleshooting steps
1.
Verify if Secure Boot is enabled in BIOS. Secure Boot prevents legacy boot devices from
starting the computer, including bootable CDs and DVDs. For more information, see HP
PCs - Secure Boot (Windows 8).
2.
Reset BIOS to default. Be sure that BIOS Boot Mode in Boot Option is set up properly
for bootable device and its operating system (i.e., UEFI Native for Windows 8).
Another example, choosing Legacy Boot Order for an UEFI device will cause "Boot
Device not found (3F0)" error.
Note
3.
Verify hard drive connection and flex cable. Reseat connection. For multiple storage
devices, keep the primary drive with the operating system and remove other devices.
4.
Use PC Hardware Diagnostics tool to test. Record failure code and have the hard drive
replaced.
5.
If there is no error, reinstall the operating system using HP Restore.
6.
Test with a verified working operating system hard drive, if available.
If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 145.
Common issues and possible solutions 135
Read-write error
Symptoms
●
Post error message (i.e., error
code 301)
●
Hang when working on data, files,
documents
Note
Possible causes
Loose connection, faulty hardware.
Troubleshooting steps
1.
Perform a hard reset (8. Hard reset on page 95).
2.
Reset BIOS to default (9. Soft reset (Default Settings) on page 96).
3.
Verify drive connection and flex cable. Reseat connection (10. Reseat cables and
connections on page 96).
4.
Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the
hard drive replaced.
5.
If no error with HP PC Hardware Diagnostics (UEFI) tool, try to repair the hard drive and
its files in Windows (using command “CHKDSK /f /r /x”). Use HP Restore to
reinstall the operating system, if needed.
6.
Test with a verified working hard drive. If it is not recognized, the system board is
faulty.
If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 145.
Slow performance
Symptoms
Possible causes
Slow performance even when
performing small read/write
operations
Operating system files, hard drive is full.
Troubleshooting steps
1.
Transfer data from the hard drive to create more space. Microsoft recommends at least
200 MB to sync system files.
2.
Perform disk defragmentation to consolidate fragmented data on the hard drive so it
will work more efficiently.
NOTE:
Tips & tricks
Do not defrag an SSD.
For optimal system performance, you need to place your operating system and all of your
most commonly used applications and files in the fastest hard drive (solid-state drive) and
fastest areas on the drive (primary partition of 200 GB max).
See Improving System Performance. Also see Routine Maintenance for Performance
Improvement on page 147).
Blue screen (BSOD) error
Faulty hard drive may cause blue screen error. Perform the drive tests using the HP Diagnostics Tool to make
sure the drive is functional. If all of the tests pass, see Common Blue Screen Error Messages on page 147 for
detailed troubleshooting steps.
136 Chapter 7 Troubleshooting guide
Noisy hard drive
IMPORTANT:
An SSD has no moving parts, so it does not make loud or clicking noise.
Depending on type and rotational speed, some hard drives will make more noise then others.
Not all noises are related to the fan or hard drive.
Symptoms
Possible causes
●
Loud noise from hard drive
BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
●
Clicking noise from hard drive
Troubleshooting steps
●
Still boots to operating system
and operates normally
1.
Update BIOS and hard drive firmware.
2.
Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all
peripherals (USB storages, dock, etc.).
3.
Remove hard drive to isolate the noise.
4.
Test the hard drive on a verified working computer if the noise continues. If the hard
drive makes the same noise or clicking sounds, the sounds are either normal sounds
for the hard drive or a fault with the hard drive.
5.
Verify original hard drive connection and flex cable. Reseat hard drive and connection.
6.
Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and have the hard
drive replaced.
7.
If no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation
(some hard drives make a clicking noise when highly fragmented).
Tips & tricks
For optimal system performance, place your operating system and all of your most
commonly used applications and files on the fastest hard drive or solid-state drive and on
the fastest areas on the drive (primary partition of 200 GB max).
See Improving System Performance. Also, see Routine Maintenance for Performance
Improvement on page 147).
Common issues and possible solutions 137
Mechanical
Fan error message - 90B
Symptoms
Possible causes
Fan error 90B at boot
Defective fan; out-of-date BIOS.
CAUTION: May lead to system
shutdown, data loss or possible system
damage.
●
The system fan is not spinning or not spinning properly (loose connection, fan is stuck
or defective).
●
The temperature inside the case is too high, and the fan cannot spin fast enough to
remove the heat due to an obstruction to air flow.
Troubleshooting steps
General actions
1.
Update BIOS and drivers (4. Update BIOS and drivers on page 87) or reset BIOS to
default. BIOS may implement new fan characteristics and updates for other
components.
2.
Perform a hard reset (8. Hard reset on page 95). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1.
2.
Verify thermal condition:
a.
Check fan and connection. Reseat fan cable.
b.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
c.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 88). Be sure that the fan is not producing loud
noise and that fan blades spin correctly.
d.
Test with a verified working fan.
e.
Remove old thermal compound and pads, and replace properly with new pads.
Verify thermal solution
▲
Note
Use Thermal Monitor tool (available only to authorized service providers/
technicians) to run stress test (processor and GPU) and verify that thermal
sensors are within limits after thermal condition is serviced.
BIOS currently omits fan presence detection to shorten boot time delay less than four
seconds. Therefore, the fan error is generated based on previous boot to operating system
that found system fan error.
Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease.
Fan replacement requires reboot and fan function verification using HP PC Hardware
Diagnostics (UEFI) tool.
138 Chapter 7 Troubleshooting guide
See Reducing Heat Inside the PC to Prevent Overheating.
Noise (sound)
Symptoms
Possible causes
Computer emits abnormal noise
Aside from basic components (power adapter/supply, fan, speaker, hard drive, optical drive,
display panel, external devices), it is also common for electronic components to produce
noise.
Troubleshooting steps
1.
Inspect external power source and change to verified working one.
2.
Determine whether the noise comes from AC power adapter. Test with a verified
working AC adapter.
Disconnect external devices and all cables connected to the computer to isolate issue to
computer only.
Noisy fan
Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate
whether noise originates from fan. If noise is absent with fan disconnected, refer to Fan runs
constantly on page 140.
Noisy hard drive
Determine whether the noise comes from the hard drive.
See Noisy hard drive on page 137.
Noisy optical drive
Noisy speaker
Noisy display
1.
Determine whether the noise comes from an optical drive.
2.
Remove CD/DVD from the optical drive.
1.
Determine whether the noise comes from speaker.
2.
Test with a verified working external headset/speaker.
Determine whether the noise comes from display panel (humming noise). Change display
frequency settings. See Display on page 119.
The section below is intended for authorized service providers/technicians.
1.
After disassembling the chassis, inspect components of the interior for excessive wear
or damage.
2.
If noise issues persist, proceed with process of elimination for battery, AC adapter, or
boards.
Common issues and possible solutions 139
Fan runs constantly
Symptoms
Possible causes
●
Fan never stops running
●
BIOS not up to date.
●
Generates heat
●
●
Decreased computer
performance
Thermal condition (fan, air flow)--fan may not be defective but must run constantly to
remove excess heat generated by electrical components.
●
Inappropriate configuration.
Troubleshooting steps
General actions
1.
Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup. When
booting the computer, press F10 to open Setup, and then select Advanced > Built-In
Device Options Menu.
2.
Update BIOS and drivers (4. Update BIOS and drivers on page 87) and reset BIOS to
default. BIOS may implement new fan characteristics and updates for other
components.
3.
Perform a hard reset (8. Hard reset on page 95). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1.
2.
Verify fan is spinning. Reseat fan cable before moving to next step.
a.
Check fan and connection. Reseat fan cable.
b.
Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent.
c.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 88). Be sure that the fan is not producing loud
noise and that fan blades spin correctly.
d.
Test with a verified working fan.
e.
Replace the fan.
Verify thermal solution
Use Thermal Monitor tool (available only to authorized service providers/technicians)
(HP Thermal Monitor on page 91) to run stress test (processor and GPU) and verify that
thermal sensors are within limits after thermal condition is serviced.
User configuration
Change Power Options in Windows (i.e., choosing Balanced mode instead of High
performance). High performance and extensive graphics may cause the fan run constantly
to release the heat.
Notes
BIOS currently omits fan presence detection to shorten boot time delay less than four
seconds. Therefore, the fan error is generated based on previous boot to operating system
that found system fan error.
Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal
grease. Fan replacement requires reboot and fan function verification using HP PC Hardware
Diagnostics (UEFI) tool.
For more information, see the following links:
140 Chapter 7 Troubleshooting guide
●
HP Notebook PCs - Fan is Noisy and Spins Constantly, PC is Warmer than Normal.
●
Reducing Heat Inside the PC to Prevent Overheating.
●
Improving System Performance.
Thermal shutdown (hot)
Symptoms
Possible causes
Similar to fan runs constantly issue
(Fan runs constantly on page 140)
BIOS not up to date, thermal condition (fan, air flow)
●
System shutdown
●
Abnormal heat
●
●
Troubleshooting steps
1.
Update BIOS and drivers (4. Update BIOS and drivers on page 87) and reset BIOS to
default. BIOS may implement new fan characteristics and updates for other component.
Continually running fan
2.
Decreased computer
performance
Perform a hard reset (8. Hard reset on page 95). Performing a hard reset can reset
recorded thermal values in memory.
3.
Determine whether you are using a correct AC adapter.
4.
Be sure to turn power off completely when putting a notebook in a travel bag.
Thermal-related issue
1.
2.
Verify thermal condition:
a.
Check fan and connection. Reseat fan cable.
b.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
c.
Be sure that the notebook is not sitting on a hot surface that blocks vent intakes.
d.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 88). Be sure that the fan is not producing a loud noise and that
fan blades spin correctly.
e.
Test with a verified working fan.
f.
Remove old thermal compound and pads, and replace properly with new pads.
Verify thermal solution:
◦
Note
Use Thermal Monitor tool (available only to authorized service providers/
technicians) to run stress test (processor and GPU) and verify that thermal sensors
are within limits after thermal condition is serviced.
See Reducing Heat Inside the PC to Prevent Overheating.
Stuck power button
Symptoms
Possible causes
●
Rear power indicator light is on
Sticky or defective power button.
●
Will not turn on when power
button is pressed
Troubleshooting steps
●
Automatically powers on
General actions
1.
Perform a hard reset (8. Hard reset on page 95).
2.
Perform a soft reset if system can turn on.
The sections below are intended for authorized service providers/technicians.
1.
Disassemble the unit.
2.
Inspect power button on the top cover and on the system board to make sure these
buttons moves freely.
Common issues and possible solutions 141
Additional information
The following sections provide additional information that can be used during the troubleshooting process.
Acronyms
The following acronyms are used in this chapter.
Blue screen (BSOD)—A Windows error screen that can occur if a problem causes your computer to shut down
or restart unexpectedly. When you experience this type of error, you will not be able to see items such as the
Start menu or the taskbar when your computer is turned on. Instead you might see a blue screen with a
message that your computer ran into a problem and needs to restart.
CPU—Central processing unit
DIMM—Dual in-line memory module
Daughterboard—Type of circuit board that plugs into or is attached to the system board or similar expansion
card to extend its features and services.
GPU–Graphics processor unit
GTS–General Troubleshooting Step
HDD–Hard drive
KB–Keyboard
LVDS–Low-Voltage Differential Signaling
MSG–Maintenance and Service Guide
mWS–Mobile Workstations
WS–Workstations
OS–Operating system
PC–Personal computer
POST–Power-On Self-Test
SSD–Solid-state drive
TSG–Troubleshooting Guide
UEFI–Unified Extensible Firmware Interface
WLAN–Wireless local area network
WWAN–Wireless wide area network
142 Chapter 7 Troubleshooting guide
Blinking lights and boot error codes
The information below is from the white paper HP Business Notebook and Desktop PC F10 Setup, 2014
Business PC models.
In some cases, when the host processor is not executing code or does not have the necessary code to drive
the display, light blink codes inform you of a problem.
Table 7-7 Boot-error codes
Blink codes
Error
Amber battery light: blinks 1 Hz continuously
Embedded Controller unable to load firmware
Caps/num lock lights = 1 blink
Processor not executing code
Caps/num lock lights = 2 blinks
BIOS recovery code unable to find 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 find valid BIOS Boot Block image
Caps/num lock lights = 8 blinks
Sure Start has identified a problem (Manual Recovery Policy Set)
Processor not executing code
This computer has experienced a problem due to the failure of certain code to execute, resulting in a failed
startup of the processor. The issue could be related to the processor or the system board in the computer. If
the processor is socketed, be sure that the processor is seated correctly in the socket. If this error reoccurs,
refer to General troubleshooting steps on page 83.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink once followed by a pause, and then continue in a repeating pattern.
BIOS recovery code unable to find valid BIOS recovery image
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. This
problem may be resolved by placing a clean copy of the system BIOS on a USB key or in the appropriate hard
drive directory and performing a reboot. If this error reoccurs, refer to General troubleshooting steps
on page 83.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink twice followed by a pause, and then continue in a repeating pattern.
Memory module error
This computer has experienced a memory initialization problem resulting in a failed startup. This issue may
be related to the memory modules in the computer. This problem may be resolved by ensuring that memory
modules are correctly inserted and seated. If this error reoccurs, a service event is required to determine the
source of the error (memory modules or system board) and take the appropriate corrective action.
Additional information 143
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink three times followed by a pause, then continue in a repeating pattern.
Graphics Controller Error (No Controller)
This computer has experienced a graphics controller initialization problem resulting in a failed startup. This
issue may be related to the graphics controller in your machine. This problem may be resolved by ensuring
that the graphics controller module is seated correctly in machines with modular graphics. If this error
reoccurs, a service event is required to identify the source of the error and take the appropriate corrective
action.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink four times followed by a pause, then continue in a repeating pattern.
Failure - System Board Error
This computer has experienced a system board initialization problem resulting in a failed startup. This issue
may be related to the system board in the computer. A service event is required to identify the source of the
error and take the appropriate corrective action.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink five times followed by a pause, then continue in a repeating pattern.
Intel Trusted Execution Technology (TXT) Error
This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a
failed startup. The error occurs when all of the following are true:
●
The Intel Trusted Execution Technology (TXT) has been enabled on the computer.
●
Policies have been set to prevent startup if the BIOS measurement has changed.
●
The BIOS measurement has changed.
For more information about Intel TXT, go to http://www.intel.com/content/dam/www/public/us/en/
documents/white-papers/trusted-execution-technology-security-paper.pdf.
A service event is required to resolve this issue.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink six times followed by a pause, then continue in a repeating pattern.
Sure Start unable to find valid BIOS Boot Block image
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. A service
event is required to identify the source of the error and take appropriate corrective action.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink seven times followed by a pause, then continue in a repeating pattern.
144 Chapter 7 Troubleshooting guide
Sure Start has identified a problem (Manual Recovery Policy Set)
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure
Start will normally repair this type of issue; however, on this computer HP Sure Start has been configured to
operate in manual mode key sequence. To proceed with the repair, press and hold the following keys: <ESC>
+<UP arrow>+<DOWN arrow>. To avoid the need for this manual recovery step, set the HP Sure Start recovery
policy to automatic. If this error reoccurs, a service event is required to identify the source of the error and
take appropriate corrective action.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink eight times followed by a pause, then continue in a repeating pattern.
POST Error Messages and User Actions
Test description
Failure descriptions
Error code
Possible user actions
Product
information
Invalid value
00A
Contact support for assistance.
Startup test
Memory module
200
Attempt to reseat the memory module and then repeat the test.
See Overview of How to Troubleshoot Problems When a Computer Does
Not Start Up or Boot Properly for details on troubleshooting issues related
to the memory module.
If the memory module still fails, contact support.
Startup test
Hard Disk 1 SMART
301
Attempt to reseat the hard drive and repeat the test.
The hard disk drive may have failed. Contact support for assistance.
Startup test
Hard Disk 2 SMART
302
The hard drive may have failed. Contact support for assistance.
Startup test
Hard Disk 1 Quick
303
The hard drive may have failed. Contact support for assistance.
Startup test
Hard Disk 2 Quick
304
The hard drive may have failed. Contact support for assistance.
Run-in test
Memory module
200
Attempt to reseat the memory module and then repeat the test.
See Overview of How to Troubleshoot Problems When a Computer Does
Not Start Up or Boot Properly for details on troubleshooting issues related
to the memory module.
If the memory module still fails, contact support.
Run-in test
Hard Disk 1 SMART
301
Attempt to reseat the hard drive and repeat the test.
The hard drive may have failed. Contact support for assistance.
Run-in test
Hard Disk 2 SMART
302
The hard drive may have failed. Contact support for assistance.
Run-in test
Hard Disk 1 Quick
303
The hard drive may have failed. Contact support for assistance.
Run-in test
Hard Disk 2 Quick
304
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 1 SMART
301
Attempt to reseat the hard drive and repeat the test.
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 SMART
302
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 1 Quick
303
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 Quick
304
The hard drive may have failed. Contact support for assistance.
Additional information 145
Hard Disk Test
Hard Disk 1 Full
305
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 Full
306
The hard drive may have failed. Contact support for assistance.
Boot Device
Manager
Boot device not found
3F0
Indicates a potential problem with the hard drive. Please run the hard
drive test.
See Testing a Hard Disk using the Built in Self Test for more information.
Boot Device
Manager
Hard Disk 1 Error
3F1
Indicates a potential problem with the hard drive. Run the hard drive test.
Boot Device
Manager
Hard Disk 2 Error
Boot Device
Manager
Hard Disk 1 SMART
Boot Device
Manager
Hard Disk 2 SMART
BIOS Recovery
BIOS Recovery
Occurred
500
This message indicates that BIOS recovery was completed successfully. No
further action is required.
BIOS Application
BIOS Application Error
501
The BIOS installation may have become corrupted. Download the latest
version of the BIOS and install it. See 4. Update BIOS and drivers
on page 87 for more information.
See Testing a Hard Disk using the Built in Self Test for more information.
3F2
Indicates a potential problem with the hard drive. Run the hard drive test.
See Testing a Hard Disk using the Built in Self Test for more information.
301
Indicates a potential problem with the hard drive. Run the hard drive test.
See Testing a Hard Disk using the Built in Self Test for more information.
302
Indicates a potential problem with the hard drive. Run the hard drive test.
See Testing a Hard Disk using the Built in Self Test for more information.
If reinstalling the BIOS fails, contact support for further assistance.
CMOS Recovery
CMOS Recovery
Occurred
502
This message indicates that CMOS recovery was completed successfully.
No further action is required.
Battery Check
Primary Battery
Replace
601
This indicates that the primary battery has very low capacity. See
Checking the Status of the Battery for details on using the HP Support
Assistant to verify the battery capacity and, if necessary, order a
replacement.
Battery Check
Secondary Battery
Replace
602
This indicates that the secondary battery has very low capacity. See
Checking the Status of the Battery for details on using the HP Support
Assistant to verify the battery capacity and, if necessary, order a
replacement.
Wireless Module
Not installed or
responding
701
Reseat the wireless LAN adapter module, if your notebook supports it.
Fan not operating
correctly
90B
Fan
Because seating or reseating a wireless LAN adapter is unique to each
computer model. For more information, see the chapter titled “Removal
and replacement procedures for Customer Self-Repair parts.”
The system fan may be malfunctioning.
For information on troubleshooting heat-related issues, see HP Notebook
PCs - Fan is Noisy and Spins Constantly, PC is Warmer than Normal.
A hard reset can sometimes restore the system fan to working order. See
Use Hard Reset to Resolve Hardware and Software Issues for details.
If the system fan continues to malfunction, contact support.
146 Chapter 7 Troubleshooting guide
Routine Maintenance for Performance Improvement
See HP Notebook PCs - Improving the Performance of Your Computer.
The following table presents a summary of the suggested times for performing the routine maintenance
tasks described in this document.
Tasks
Weekly
Perform a system tune up.
X
Run Windows Update.
X
Scan for and remove viruses.
X
Scan for and remove spyware and adware.
X
Empty the Recycle Bin.
X
Delete temporary Internet files.
X
Monthly
Back up user files.
X
Create a restore point.
X
Defragment the hard drive.
X
Run Scan Disk.
X
Occasionally
Clean the exterior of the computer.
X
Close programs that are not being used.
X
Prevent programs from loading at startup.
X
Common Blue Screen Error Messages
Error message list
The following image shows an example of one possible “Bug Check (Blue Screen) Code Reference” from
Microsoft:
The hexadecimal number following the word "STOP" is called the bug check code or Stop code. This is the
most important item on the screen.
Bug check symbolic names
Each bug check code also has an associated symbolic name. In the example, the screen shows bug check 0x79
(MISMATCHED_HAL).
Additional information 147
Microsoft general troubleshooting of Windows bug check codes
●
If you recently added hardware to the system, try removing or replacing it. Or check with the
manufacturer to see if any patches are available.
●
Try running HP PC Hardware Diagnostics (UEFI).
●
Check with the manufacturer to see if an updated system BIOS or firmware is available.
●
Be sure that any expansion board is properly seated and all cables are completely connected.
●
Confirm that any new hardware that is installed is compatible with the installed version of Windows.
●
If new device drivers or system services have been added recently, try removing or updating them.
NOTE: Use safe mode when removing or disabling components. Safe mode loads only the minimum
required drivers and system services during the Windows startup. To enter safe mode, restart your
computer and press F8 at the menu that displays the operating system choices. At the resulting
Windows Advanced Options menu, choose Safe Mode.
●
Run a virus detection program. Viruses can infect all types of hard drives formatted for Windows, and
resulting drive corruption can generate system bug check codes. Be sure that the virus detection
program checks the Master Boot Record for infections.
●
Verify that the system has the latest service pack installed. To detect which service pack, if any, is
installed on your system, click Start, click Run, type winver, and then press Enter. The About Windows
dialog box displays the Windows version number and the version number of the service pack, if one has
been installed.
●
Disable BIOS memory options such as caching or shadowing.
●
Check the System Log and Application Log in Event Viewer to see if any additional error messages have
been logged recently. These might pinpoint the cause of the error.
Use Windows Debugging Tool
The Windows Debugger is one of the primary tools used by Microsoft software developers to analyze and
resolve errors that result in memory dumps. Use the tool to determine the cause of the error. Follow general
steps for downloading, setting up, and using the Windows 10 debugging tool. A similar process is used for
Windows 7 or Windows 8.
NOTE: The following screen shots provide only an example of the tool. Specifics shown are not
representative of all applications of the debugging tool. This is a Microsoft tool supported by Microsoft.
148 Chapter 7 Troubleshooting guide
Windows Software Development Kit (SDK)
1.
Download the SDK from the following link:
https://msdn.microsoft.com/en-us/windows/desktop/bg162891.aspx
2.
Set up the SDK in the configuration window (Windows 10 shown).
3.
Select features to install.
Additional information 149
4.
Run the SDK as an administrator.
5.
Set the symbol path. Select File > Symbol File Path.
●
In the Symbol path box, type SRV*C:\Windows\symbol_cache*http://
msdl.microsoft.com/download/symbols.
●
Save the workspace.
150 Chapter 7 Troubleshooting guide
6.
Open the crash dump file.
Additional information 151
7.
Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver
needs to be investigated for further root cause.
Lookup for Bug Check 0xC2.
152 Chapter 7 Troubleshooting guide
Display Issue: Pixel Anomalies
All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display
panels may have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the
viewable area. These cosmetic imperfections are common to all display panel types and are not specific to
any HP model or product line.
All display panel defects should be examined at the highest possible resolution using both the brightest and
darkest possible backgrounds, because some sub-pixel failures may not be readily visible under certain
conditions.
●
Type 1: Bright dot on a dark background = Always On
●
Type 2: Dark dot on a bright background = Always Off
●
Combination = in any combination and any color that are always on or off
Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses
the following set of criteria when damaged displays are submitted for warranty coverage.
Source: HP Notebook PCs and Tablets - About LCD Panel Defects and Terminology for Notebook PCs and
Tablets
Table 7-8 Electrical defect allowances
Panel resolution
Accept
Reject
N ≤ 2 Type 1
N ≥ 3 Type 1
Sub-pixel faults
VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD
N ≤ 2 Type 2
WXGA+, SXGA+, HD+, SXGA+
N ≤ 3 Type 1
N ≥ 4 Type 1
N ≤ 3 Type 2
WSXGA+, UXGA, FHD, WUXGA
N ≤ 4 Type 1
N ≥ 5 Type 1
N ≤ 4 Type 2
QHD, QHD+, WQXGA, UD
N ≤ 5 Type 1
N ≥ 6 Type 1
N ≤ 5 Type 2
Electrical defect clusters (defects within a 5x5 pixel block)
Minimum distance between ANY allowable defects (unless otherwise specified)
S ≥ 25 mm
S < 25 mm
Cluster with 2 or more sub-pixels with sub-pixel faults
Not allowed
Dim lines
Not allowed
Cross line(s) on/off
Not allowed
Horizontal line(s) on/off
Not allowed
Vertical line(s) on/off
Not allowed
NOTE: All LCD panel defects should be examined at the highest possible resolution using both the brightest
and darkest possible backgrounds, as some sub-pixel failures may not be readily visible under certain
conditions.
NOTE:
Contact support for assistance if issues are not listed.
Additional information 153
Cable management
Proper routing of the internal cables is critical to the operation of the computer. Follow good cable
management practices when removing and installing components.
●
Handle cables with care to avoid damage.
●
Apply only the tension required to seat or unseat cables during insertion or removal from the connector.
●
When possible, handle cables by the connector or pull-strap.
●
Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced.
●
Keep cables away from direct contact with major heat sources, such as the heat sink. (Some air flow
guides have a cable guide that lets you route cables safely around the heat sink.)
●
Do not jam cables on top of daughterboards or memory modules (DIMMs). Circuit cards and DIMMs are
not designed to take excessive pressure.
●
Keep cables clear of any movable or rotating parts (such as a fan) to prevent them from being cut or
crimped when the component is lowered into its normal position.
●
In all cases, avoid bending or twisting the cables. Do not bend any cable sharply. A sharp bend can break
the internal wires.
●
Do not rely on components like the keyboard or service door to push cables down internally. Always
position the cables to lay properly by themselves or in the cable guides and chassis areas designed for
cable routing.
CAUTION: Always release connector latch before removing the cable. Otherwise, pulling the cable could
damage the cable pins and result in a failed device.
154 Chapter 7 Troubleshooting guide
Connector types
IMPORTANT:
Connector pins and connector gold fingers should not be touched directly with bare hands.
There are several different types of connectors on the system board with different requirements for cable
removal or insertion.
Flex cable
When connecting flex cables, push the cable completely, evenly into the connector.
When removing flex cables from a ZIF connector on the system board, always follow these steps:
1.
Squeeze on the top of the retaining latch attached to the cable end of the connector.
2.
Grasp the cable end of the connector and pull it straight out.
CAUTION: Always release connector latch before removing the cable. Otherwise, pulling the cable could
damage the cable pins and result in a failed device.
Horizontal installation cable
Use flat tool to pull connector evenly. Do not pull on cable to remove.
Slide connector into receptacle on same horizontal plane as board and use flat tool to push evenly into
receptacle.
Additional information 155
Multi-pin horizontal insert connector (LVDS cable to display panel)
Insert procedure:
1.
Slide connector evenly into receptacle on same horizontal plane as PCB connector.
2.
Pull lock bar to insert and push both side connector horizontally to firmly lock.
3.
Tape down lock bar over the panel to hold in position.
Reverse the procedure above to remove the connector:
1.
Remove tape.
2.
Pull up bar (pull tape) and release the lock with the PCB connector.
3.
Pull to the direction in parallel with PCB to withdraw the connector.
Multi-pin vertical insert connector (LVDS cable to system board)
●
Remove the connector gasket prior to removing the connector.
●
Use flat tool under the connector to remove evenly. Do not pull on the cable to remove.
●
Press evenly when reseating/reconnecting/installing the connector.
For more information about cable management, see Cable management on page 154.
156 Chapter 7 Troubleshooting guide
8
Computer Setup (BIOS), TPM, and HP Sure
Start in Windows 10
Using Computer Setup
Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and
output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Computer Setup
includes settings for the types of devices installed, the startup sequence of the computer, and the amount of
system and extended memory.
NOTE: Use extreme care when making changes in Computer Setup. Errors can prevent the computer from
operating properly.
Starting Computer Setup
NOTE: An external keyboard or mouse connected to a USB port can be used with Computer Setup only if USB
legacy support is enabled.
To start Computer Setup, follow these steps:
▲
Start Computer Setup.
●
Computers or tablets with keyboards:
▲
●
Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer
Setup.
Tablets without keyboards:
▲
Turn off the tablet. Press the power button in combination with the volume down button until
the Startup menu is displayed, and then tap F10 to enter Computer Setup.
Navigating and selecting in Computer Setup
●
To select a menu or a menu item, use the tab key and the keyboard arrow keys and then press enter, or
use a pointing device to select the item.
NOTE: On tablets without keyboards, you can use your finger to make selections.
●
To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or
use the up arrow key or the down arrow key on the keyboard.
●
To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow
the on-screen instructions.
Using Computer Setup 157
To exit Computer Setup menus, choose one of the following methods:
●
To exit Computer Setup menus without saving your changes:
Select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
●
To save your changes and exit Computer Setup menus:
Select the Save icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
Restoring factory settings in Computer Setup
NOTE:
Restoring defaults will not change the hard drive mode.
To return all settings in Computer Setup to the values that were set at the factory, follow these steps:
1.
Start Computer Setup. See Starting Computer Setup on page 157.
2.
Select Main, and then select Apply Factory Defaults and Exit.
NOTE: On select products, the selections may display Restore Defaults instead of Apply Factory
Defaults and Exit.
3.
Follow the on-screen instructions.
4.
To save your changes and exit, select the Save icon in the lower-right corner of the screen, and then
follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
NOTE:
Your password settings and security settings are not changed when you restore the factory settings.
158 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10
Updating the BIOS
Updated versions of the BIOS may be available on the HP website.
Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs.
Some download packages contain a file named Readme.txt, which contains information regarding installing
and troubleshooting the file.
Determining the BIOS version
To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your
computer.
BIOS version information (also known as ROM date and System BIOS) can be accessed by pressing fn+esc (if
you are already in Windows) or by using Computer Setup.
1.
Start Computer Setup. See Starting Computer Setup on page 157.
2.
Select Main, and then select System Information.
3.
To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the
screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
To check for later BIOS versions, see Downloading a BIOS update on page 159.
Downloading a BIOS update
CAUTION: To reduce the risk of damage to the computer or an unsuccessful installation, download and
install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do
not download or install a BIOS update while the computer is running on battery power, docked in an optional
docking device, or connected to an optional power source. During the download and installation, follow these
instructions:
Do not disconnect power on the computer by unplugging the power cord from the AC outlet.
Do not shut down the computer or initiate Sleep.
Do not insert, remove, connect, or disconnect any device, cable, or cord.
1.
Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
2.
Select Updates, and then select Check for updates and messages.
3.
Follow the on-screen instructions.
4.
At the download area, follow these steps:
a.
Identify the most recent BIOS update and compare it to the BIOS version currently installed on your
computer. Make a note of the date, name, or other identifier. You may need this information to
locate the update later, after it has been downloaded to your hard drive.
b.
Follow the on-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
You will need to access this path when you are ready to install the update.
Using Computer Setup 159
NOTE: If you connect your computer to a network, consult the network administrator before installing
any software updates, especially system BIOS updates.
BIOS installation procedures vary. Follow any instructions that are revealed on the screen after the download
is complete. If no instructions are revealed, follow these steps:
1.
Type file in the taskbar search box, and then select File Explorer.
2.
Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3.
Using the hard drive path you recorded earlier, open the folder that contains the update.
4.
Double-click the file that has an .exe extension (for example, filename.exe).
The BIOS installation begins.
5.
Complete the installation by following the on-screen instructions.
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file
from your hard drive.
Changing the boot order using the f9 prompt
To dynamically choose a boot device for the current startup sequence, follow these steps:
1.
Access the Boot Device Options menu:
●
Computers or tablets with keyboards:
▲
●
Tablets without keyboards:
▲
2.
Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot
Device Options menu.
Turn off the tablet. Press the power button in combination with the volume down button until
the Startup menu is displayed, and then tap F9 to enter the Boot Device Options menu.
Select a boot device, then press enter.
TPM BIOS settings (select products only)
IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure
that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or
licenses must be obtained if applicable. For any compliance issues arising from your operation/usage of TPM
which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will
not be responsible for any related liabilities.
TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup
(BIOS).
NOTE:
If you change the TPM setting to Hidden, TPM is not visible in the operating system.
To access TPM settings in Computer Setup:
1.
Start Computer Setup. See Starting Computer Setup on page 157.
2.
Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
160 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10
Using HP Sure Start (select products only)
Select computer models are configured with HP Sure Start, a technology that continuously monitors the
computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start
automatically restores the BIOS to its previously safe state, without user intervention.
HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default
configuration. The default configuration can be customized by advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support, and select your
country. Select Drivers & Downloads, and then follow the on-screen instructions.
Using HP Sure Start (select products only) 161
9
Computer Setup (BIOS), TPM, and HP Sure
Start in Windows 8
Using Computer Setup
Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and
output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Computer Setup
includes settings for the types of devices installed, the startup sequence of the computer, and the amount of
system and extended memory.
NOTE: Use extreme care when making changes in Computer Setup. Errors can prevent the computer from
operating properly.
Starting Computer Setup
NOTE: An external keyboard or mouse connected to a USB port can be used with Computer Setup only if USB
legacy support is enabled.
To start Computer Setup, follow these steps:
▲
Start Computer Setup.
●
Computers or tablets with keyboards:
▲
●
Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer
Setup.
Tablets without keyboards:
▲
Turn off the tablet. Press the power button in combination with the volume down button until
the Startup menu is displayed, and then tap F10 to enter Computer Setup.
Navigating and selecting in Computer Setup
●
To select a menu or a menu item, use the tab key and the keyboard arrow keys and then press enter, or
use a pointing device to select the item.
NOTE: On tablets without keyboards, you can use your finger to make selections.
●
To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or
use the up arrow key or the down arrow key on the keyboard.
●
To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow
the on-screen instructions.
162 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 8
To exit Computer Setup menus, choose one of the following methods:
●
To exit Computer Setup menus without saving your changes:
Select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
●
To save your changes and exit Computer Setup menus:
Select the Save icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
Restoring factory settings in Computer Setup
NOTE:
Restoring defaults will not change the hard drive mode.
To return all settings in Computer Setup to the values that were set at the factory, follow these steps:
1.
Start Computer Setup. See Starting Computer Setup on page 162.
2.
Select Main, and then select Apply Factory Defaults and Exit.
NOTE: On select products, the selections may display Restore Defaults instead of Apply Factory
Defaults and Exit.
3.
Follow the on-screen instructions.
4.
To save your changes and exit, select the Save icon in the lower-right corner of the screen, and then
follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
NOTE:
Your password settings and security settings are not changed when you restore the factory settings.
Using Computer Setup 163
Updating the BIOS
Updated versions of the BIOS may be available on the HP website.
Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs.
Some download packages contain a file named Readme.txt, which contains information regarding installing
and troubleshooting the file.
Determining the BIOS version
To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your
computer.
BIOS version information (also known as ROM date and System BIOS) can be accessed by pressing fn+esc (if
you are already in Windows) or by using Computer Setup.
1.
Start Computer Setup. See Starting Computer Setup on page 157.
2.
Select Main, and then select System Information.
3.
To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the
screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
To check for later BIOS versions, see Downloading a BIOS update on page 164.
Downloading a BIOS update
CAUTION: To reduce the risk of damage to the computer or an unsuccessful installation, download and
install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do
not download or install a BIOS update while the computer is running on battery power, docked in an optional
docking device, or connected to an optional power source. During the download and installation, follow these
instructions:
Do not disconnect power on the computer by unplugging the power cord from the AC outlet.
Do not shut down the computer or initiate Sleep.
Do not insert, remove, connect, or disconnect any device, cable, or cord.
1.
From the Start screen, type support, and then select the HP Support Assistant app.
2.
Select Updates, and then select Check for updates and messages.
3.
Follow the on-screen instructions.
4.
At the download area, follow these steps:
a.
Identify the most recent BIOS update and compare it to the BIOS version currently installed on your
computer. Make a note of the date, name, or other identifier. You may need this information to
locate the update later, after it has been downloaded to your hard drive.
b.
Follow the on-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
You will need to access this path when you are ready to install the update.
NOTE: If you connect your computer to a network, consult the network administrator before installing
any software updates, especially system BIOS updates.
164 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 8
BIOS installation procedures vary. Follow any instructions that are revealed on the screen after the download
is complete. If no instructions are revealed, follow these steps:
1.
From the Start screen, type file, and then select File Explorer.
2.
Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3.
Using the hard drive path you recorded earlier, open the folder that contains the update.
4.
Double-click the file that has an .exe extension (for example, filename.exe).
The BIOS installation begins.
5.
Complete the installation by following the on-screen instructions.
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file
from your hard drive.
Changing the boot order using the f9 prompt
To dynamically choose a boot device for the current startup sequence, follow these steps:
1.
Access the Boot Device Options menu:
●
Computers or tablets with keyboards:
▲
●
Tablets without keyboards:
▲
2.
Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot
Device Options menu.
Turn off the tablet. Press the power button in combination with the volume down button until
the Startup menu is displayed, and then tap F9 to enter the Boot Device Options menu.
Select a boot device, then press enter.
TPM BIOS settings (select products only)
IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure
that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or
licenses must be obtained if applicable. For any compliance issues arising from your operation/usage of TPM
which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will
not be responsible for any related liabilities.
TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup
(BIOS).
NOTE:
If you change the TPM setting to Hidden, TPM is not visible in the operating system.
To access TPM settings in Computer Setup:
1.
Start Computer Setup. See Starting Computer Setup on page 157.
2.
Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
TPM BIOS settings (select products only) 165
Using HP Sure Start (select products only)
Select computer models are configured with HP Sure Start, a technology that continuously monitors the
computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start
automatically restores the BIOS to its previously safe state, without user intervention.
HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default
configuration. The default configuration can be customized by advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support, and select your
country. Select Drivers & Downloads, and then follow the on-screen instructions.
166 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 8
10 Computer Setup (BIOS), TPM, and HP Sure
Start in Windows 7
Using Computer Setup
Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and
output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Computer Setup
includes settings for the types of devices installed, the startup sequence of the computer, and the amount of
system and extended memory.
NOTE: Use extreme care when making changes in Computer Setup. Errors can prevent the computer from
operating properly.
Starting Computer Setup
NOTE: An external keyboard or mouse connected to a USB port can be used with Computer Setup only if USB
legacy support is enabled.
To start Computer Setup, follow these steps:
▲
Start Computer Setup.
●
Computers or tablets with keyboards:
▲
●
Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer
Setup.
Tablets without keyboards:
▲
Turn off the tablet. Press the power button in combination with the volume down button until
the Startup menu is displayed, and then tap F10 to enter Computer Setup.
Navigating and selecting in Computer Setup
●
To select a menu or a menu item, use the tab key and the keyboard arrow keys and then press enter, or
use a pointing device to select the item.
NOTE: On tablets without keyboards, you can use your finger to make selections.
●
To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or
use the up arrow key or the down arrow key on the keyboard.
●
To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow
the on-screen instructions.
Using Computer Setup 167
To exit Computer Setup menus, choose one of the following methods:
●
To exit Computer Setup menus without saving your changes:
Select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
●
To save your changes and exit Computer Setup menus:
Select the Save icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
Restoring factory settings in Computer Setup
NOTE:
Restoring defaults will not change the hard drive mode.
To return all settings in Computer Setup to the values that were set at the factory, follow these steps:
1.
Start Computer Setup. See Starting Computer Setup on page 167.
2.
Select Main, and then select Apply Factory Defaults and Exit.
NOTE: On select products, the selections may display Restore Defaults instead of Apply Factory
Defaults and Exit.
3.
Follow the on-screen instructions.
4.
To save your changes and exit, select the Save icon in the lower-right corner of the screen, and then
follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
NOTE:
Your password settings and security settings are not changed when you restore the factory settings.
168 Chapter 10 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7
Updating the BIOS
Updated versions of the BIOS may be available on the HP website.
Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs.
Some download packages contain a file named Readme.txt, which contains information regarding installing
and troubleshooting the file.
Determining the BIOS version
To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your
computer.
BIOS version information (also known as ROM date and System BIOS) can be accessed by pressing fn+esc (if
you are already in Windows) or by using Computer Setup.
1.
Start Computer Setup. See Starting Computer Setup on page 157.
2.
Select Main, and then select System Information.
3.
To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the
screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
To check for later BIOS versions, see Downloading a BIOS update on page 169.
Downloading a BIOS update
CAUTION: To reduce the risk of damage to the computer or an unsuccessful installation, download and
install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do
not download or install a BIOS update while the computer is running on battery power, docked in an optional
docking device, or connected to an optional power source. During the download and installation, follow these
instructions:
Do not disconnect power on the computer by unplugging the power cord from the AC outlet.
Do not shut down the computer or initiate Sleep.
Do not insert, remove, connect, or disconnect any device, cable, or cord.
1.
Access Help and Support by selecting Start > All Programs > HP Help and Support > HP Support
Assistant.
2.
Select Updates, and then select Check for updates and messages.
3.
Follow the on-screen instructions.
4.
At the download area, follow these steps:
a.
Identify the most recent BIOS update and compare it to the BIOS version currently installed on your
computer. Make a note of the date, name, or other identifier. You may need this information to
locate the update later, after it has been downloaded to your hard drive.
b.
Follow the on-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
You will need to access this path when you are ready to install the update.
Using Computer Setup 169
NOTE: If you connect your computer to a network, consult the network administrator before installing
any software updates, especially system BIOS updates.
BIOS installation procedures vary. Follow any instructions that are revealed on the screen after the download
is complete. If no instructions are revealed, follow these steps:
1.
Select Start > Computer.
2.
Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3.
Using the hard drive path you recorded earlier, open the folder that contains the update.
4.
Double-click the file that has an .exe extension (for example, filename.exe).
The BIOS installation begins.
5.
Complete the installation by following the on-screen instructions.
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file
from your hard drive.
Changing the boot order using the f9 prompt
To dynamically choose a boot device for the current startup sequence, follow these steps:
1.
Access the Boot Device Options menu:
●
Computers or tablets with keyboards:
▲
●
Tablets without keyboards:
▲
2.
Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot
Device Options menu.
Turn off the tablet. Press the power button in combination with the volume down button until
the Startup menu is displayed, and then tap F9 to enter the Boot Device Options menu.
Select a boot device, then press enter.
TPM BIOS settings (select products only)
IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure
that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or
licenses must be obtained if applicable. For any compliance issues arising from your operation/usage of TPM
which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will
not be responsible for any related liabilities.
TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup
(BIOS).
NOTE:
If you change the TPM setting to Hidden, TPM is not visible in the operating system.
To access TPM settings in Computer Setup:
1.
Start Computer Setup. See Starting Computer Setup on page 157.
2.
Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
170 Chapter 10 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7
Using HP Sure Start (select products only)
Select computer models are configured with HP Sure Start, a technology that continuously monitors the
computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start
automatically restores the BIOS to its previously safe state, without user intervention.
HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default
configuration. The default configuration can be customized by advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support, and select your
country. Select Drivers & Downloads, and then follow the on-screen instructions.
Using HP Sure Start (select products only) 171
11 HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. 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.
When HP PC Hardware Diagnostics (UEFI) detects a failure that requires hardware replacement, a 24-digit
Failure ID is generated. This ID can then be provided to support to help determine how to correct the problem.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode and you
must use the keyboard attached.
To start HP PC Hardware Diagnostics (UEFI), follow these steps:
1.
Turn on or restart the computer, quickly press esc.
NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and
you must use a Windows computer to download and create the HP UEFI support environment because
only .exe files are offered.
2.
Press or tap f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a.
Connected USB drive
NOTE: To download the HP PC Hardware Diagnostics (UEFI) tool to a USB drive, see Downloading
HP PC Hardware Diagnostics (UEFI) to a USB device on page 172.
3.
b.
Hard drive
c.
BIOS
When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the
on-screen instructions.
NOTE:
If you need to stop a diagnostic test, press esc.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device
NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
files are offered.
There are two options to download HP PC Hardware Diagnostics to a USB device.
Download the latest UEFI version
1.
Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2.
In the HP PC Hardware Diagnostics section, click the Download link, and then select Run.
172 Chapter 11 HP PC Hardware Diagnostics (UEFI)
Download any version of UEFI for a specific product
1.
Go to http://www.hp.com/support, and then select your country. The HP Support page is displayed.
2.
Click Drivers & Downloads.
3.
In the text box, enter the product name, and then click Go.
– or –
Click Find Now to let HP automatically detect your product.
4.
Select your computer, and then select your operating system.
5.
In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version
you want.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 173
12 Backing up and recovering Windows 10
This chapter provides information about the following processes. The information in the chapter is standard
procedure for most products.
●
Creating recovery media and backups
●
Restoring and recovering your system
For additional information, refer to the HP support assistant app.
▲
Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least
70% charged before you start the recovery process.
IMPORTANT: For a tablet with a detachable keyboard, connect the keyboard to the keyboard dock before
beginning any recovery process.
Creating recovery media and backups
The following methods of creating recovery media and backups are available on select products only. Choose
the available method according to your computer model.
●
Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This
step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall
the original operating system in cases where the hard drive is corrupted or has been replaced. For
information on creating recovery media, see Creating HP Recovery media (select products only)
on page 174. For information on the recovery options that are available using the recovery media, see
Using Windows tools on page 175.
●
Use Windows tools to create system restore points and create backups of personal information.
For more information, see Recovering using HP Recovery Manager on page 176.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
Creating HP Recovery media (select products only)
If possible, check for the presence of the Recovery partition and the Windows partition. From the Start menu,
select File Explorer, and then select This PC.
●
If your computer does not list the Windows partition and the Recovery partition, you can obtain recovery
media for your system from support. See the Worldwide Telephone Numbers booklet included with the
computer. You can also find contact information on the HP website. Go to http://www.hp.com/support,
select your country or region, and follow the on-screen instructions.
174 Chapter 12 Backing up and recovering Windows 10
You can use Windows tools to create system restore points and create backups of personal information,
see Using Windows tools on page 175.
●
If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery
Manager to create recovery media after you successfully set up the computer. HP Recovery media can be
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the
original operating system and software programs that were installed at the factory and then configures
the settings for the programs. HP Recovery media can also be used to customize the system or restore
the factory image if you replace the hard drive.
◦
Only one set of recovery media can be created. Handle these recovery tools carefully, and keep
them in a safe place.
◦
HP Recovery Manager examines the computer and determines the required storage capacity for
the media that will be required.
◦
To create recovery discs, your computer must have an optical drive with DVD writer capability, and
you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use
rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray)
discs; they are not compatible with HP Recovery Manager software. Or, instead, you can use a highquality blank USB flash drive.
◦
If your computer does not include an integrated optical drive with DVD writer capability, but you
would like to create DVD recovery media, you can use an external optical drive (purchased
separately) to create recovery discs. If you use an external optical drive, it must be connected
directly to a USB port on the computer; the drive cannot be connected to a USB port on an external
device, such as a USB hub. If you cannot create DVD media yourself, you can obtain recovery discs
for your computer from HP. See the Worldwide Telephone Numbers booklet included with the
computer. You can also find contact information on the HP website. Go to http://www.hp.com/
support, select your country or region, and follow the on-screen instructions.
◦
Be sure that the computer is connected to AC power before you begin creating the recovery media.
◦
The creation process can take an hour or more. Do not interrupt the creation process.
◦
If necessary, you can exit the program before you have finished creating all of the recovery DVDs.
HP Recovery Manager will finish burning the current DVD. The next time you start HP Recovery
Manager, you will be prompted to continue.
To create HP Recovery media:
IMPORTANT: For a tablet with a detachable keyboard, connect the keyboard to the keyboard dock before
beginning these steps.
1.
Type recovery in the taskbar search box, and then select HP Recovery Manager.
2.
Select Create recovery media, and then follow the on-screen instructions.
If you ever need to recover the system, see Recovering using HP Recovery Manager on page 176.
Using Windows tools
You can create recovery media, system restore points, and backups of personal information using Windows
tools.
NOTE:
If storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see the Get started app.
▲
Select the Start button, and then select the Get started app.
Using Windows tools 175
Restore and recovery
There are several options for recovering your system. Choose the method that best matches your situation
and level of expertise:
IMPORTANT:
●
Windows offers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information see the Get started app.
▲
●
Not all methods are available on all products.
Select the Start button, and then select the Get started app.
If you need to correct a problem with a preinstalled application or driver, use the Reinstall drivers and/or
applications option (select products only) of HP Recovery Manager to reinstall the individual application
or driver.
▲
Type recovery in the taskbar search box, select HP Recovery Manager, select Reinstall drivers
and/or applications, and then follow the on-screen instructions.
●
If you want to recover the Windows partition to original factory content, you can choose the System
Recovery option from the HP Recovery partition (select products only) or use the HP Recovery media.
For more information, see Recovering using HP Recovery Manager on page 176. If you have not already
created recovery media, see Creating HP Recovery media (select products only) on page 174.
●
On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the hard drive, you can use the Factory Reset option of HP Recovery media. For more
information, see Recovering using HP Recovery Manager on page 176.
●
On select products, if you want to remove the recovery partition to reclaim hard drive space, HP
Recovery Manager offers the Remove Recovery Partition option.
For more information, see Removing the HP Recovery partition (select products only) on page 179.
Recovering using HP Recovery Manager
HP Recovery Manager software allows you to recover the computer to its original factory state by using the
HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery
partition (select products only). If you have not already created recovery media, see Creating HP Recovery
media (select products only) on page 174.
What you need to know before you get started
●
HP Recovery Manager recovers only software that was installed at the factory. For software not provided
with this computer, you must either download the software from the manufacturer's website or reinstall
the software from the media provided by the manufacturer.
IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct
computer issues.
●
HP Recovery media must be used if the computer hard drive fails. If you have not already created
recovery media, see Creating HP Recovery media (select products only) on page 174.
●
To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not
already created recovery media, see Creating HP Recovery media (select products only) on page 174.
●
If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not
work, you can obtain recovery media for your system from support. See the Worldwide Telephone
Numbers booklet included with the computer. You can also find contact information from the HP
176 Chapter 12 Backing up and recovering Windows 10
website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen
instructions.
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data you want to retain.
Using HP Recovery media, you can choose from one of the following recovery options:
NOTE:
Only the options available for your computer display when you start the recovery process.
●
System Recovery—Reinstalls the original operating system, and then configures the settings for the
programs that were installed at the factory.
●
Factory Reset—Restores the computer to its original factory state by deleting all information from the
hard drive and re-creating the partitions. Then it reinstalls the operating system and the software that
was installed at the factory.
The HP Recovery partition (select products only) allows System Recovery only.
Using the HP Recovery partition (select products only)
The HP Recovery partition allows you to perform a system recovery without the need for recovery discs or a
recovery USB flash drive. This type of recovery can be used only if the hard drive is still working.
To start HP Recovery Manager from the HP Recovery partition:
IMPORTANT: For a tablet with a detachable keyboard, connect the keyboard to the keyboard dock before
beginning these steps (select products only).
1.
Type recovery in the taskbar search box, select Recovery Manager, and then select HP Recovery
Environment.
- orFor computers or tablets with keyboards attached, press f11 while the computer boots, or press and
hold f11 as you press the power button.
For tablets without keyboards:
Turn on or restart the tablet, and then quickly hold down the volume down button; then select f11.
- or Turn on or restart the tablet, and then quickly hold down the Windows button; then select f11.
2.
Select Troubleshoot from the boot options menu.
3.
Select Recovery Manager, and then follow the on-screen instructions.
Using HP Recovery media to recover
You can use HP Recovery media to recover the original system. This method can be used if your system does
not have an HP Recovery partition or if the hard drive is not working properly.
1.
If possible, back up all personal files.
2.
Insert the HP Recovery media, and then restart the computer.
NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer
boot order. See Changing the computer boot order on page 178.
3.
Follow the on-screen instructions.
Restore and recovery 177
Changing the computer boot order
If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is
the order of devices listed in BIOS where the computer looks for startup information. You can change the
selection to an optical drive or a USB flash drive.
To change the boot order:
IMPORTANT: For a tablet with a detachable keyboard, connect the keyboard to the keyboard dock before
beginning these steps.
1.
Insert the HP Recovery media.
2.
Access BIOS:
For computers or tablets with keyboards attached:
▲
Turn on or restart the computer or tablet, quickly press esc, and then press f9 for boot options.
For tablets without keyboards:
▲
Turn on or restart the tablet, and then quickly hold down the volume down button; then select f9.
- or Turn on or restart the tablet, and then quickly hold down the Windows button; then select f9.
3.
Select the optical drive or USB flash drive from which you want to boot.
4.
Follow the on-screen instructions.
178 Chapter 12 Backing up and recovering Windows 10
Removing the HP Recovery partition (select products only)
HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space.
IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery
or create HP recovery media from the HP Recovery partition. So before you remove the Recovery partition,
create HP Recovery media; see Creating HP Recovery media (select products only) on page 174.
NOTE:
The Remove Recovery Partition option is only available on products that support this function.
Follow these steps to remove the HP Recovery partition:
1.
Type recovery in the taskbar search box, and then select HP Recovery Manager.
2.
Select Remove Recovery Partition, and then follow the on-screen instructions.
Restore and recovery 179
13 Backing up and recovering Windows 8
To protect your information, use Windows backup and restore utilities to back up individual files and folders,
back up your entire hard drive, create system repair media (select models only) by using the installed optical
drive (select models only) or an optional external optical drive, or create system restore points. In case of
system failure, you can use the backup files to restore the contents of your computer.
From the Start screen, type restore, and then select from the list of displayed options.
NOTE: For detailed instructions on various backup and restore options, perform a search for these topics in
Windows Help and Support.
In case of system instability, HP recommends that you print the recovery procedures and save them for later
use.
NOTE: Windows includes the User Account Control feature to improve the security of your computer. You
may be prompted for your permission or password for tasks such as installing software, running utilities, or
changing Windows settings. For more information, see Windows Help and Support.
Backing up your information
Recovery after a system failure is as good as your most recent backup. You should create system repair media
and your initial backup immediately after initial system setup. As you add new software and data files, you
should continue to back up your system on a regular basis to maintain a reasonably current backup.
For more information on the Windows backup features, see Windows Help and Support.
Performing a system recovery
In case of system failure or instability, the computer provides the following tools to recover your files:
●
Windows recovery tools: You can use Windows Backup and Restore to recover information you have
previously backed up. You can also use Windows Automatic Repair to fix problems that might prevent
Windows from starting correctly.
●
f11 recovery tools: You can use the f11 recovery tools to recover your original hard drive image. The
image includes the Windows operating system and software programs installed at the factory.
NOTE: If you are unable to boot (start up) your computer and you cannot use the system repair media you
previously created (select models only), you must purchase Windows operating system media to reboot the
computer and repair the operating system. For additional information, see Using Windows operating system
media (purchased separately) on page 182.
Using the Windows recovery tools
To recover information you previously backed up, see Windows Help and Support for steps on restoring files
and folders.
To recover your information using Automatic Repair, follow these steps:
180 Chapter 13 Backing up and recovering Windows 8
CAUTION: Some Startup Repair options will completely erase and reformat the hard drive. All files you have
created and any software installed on the computer are permanently removed. When reformatting is
complete, the recovery process restores the operating system, as well as the drivers, software, and utilities
from the backup used for recovery.
1.
If possible, back up all personal files.
2.
If possible, check for the presence of the Recovery Image partition and the Windows partition.
From the Start screen, type file, and then click File Explorer.
– or –
From the Start screen, type pc, and then select This PC.
NOTE: If the Windows partition and the Recovery Image partition are not listed, you must recover your
operating system and programs using the Windows operating system DVD and the Driver Recovery
media (both purchased separately). For additional information, see Using Windows operating system
media (purchased separately) on page 182.
3.
If the Windows partition and the Recovery Image partition are listed, restart the computer by pressing
and holding the shift key while clicking Restart.
4.
Select Troubleshoot, then select Advanced Options, and then select Startup Repair.
5.
Follow the on-screen instructions.
NOTE: For additional information on recovering information using the Windows tools, perform a search for
these topics in Windows Help and Support.
Using f11 recovery tools
CAUTION: Using f11 completely erases hard drive contents and reformats the hard drive. All files that you
have created and any software that you have installed on the computer are permanently removed. The f11
recovery tool reinstalls the operating system and HP programs and drivers that were installed at the factory.
Software not installed at the factory must be reinstalled.
To recover the original hard drive image using f11:
1.
If possible, back up all personal files.
2.
If possible, check for the presence of the Recovery Image partition: From the Start screen, type pc, and
then select This PC.
NOTE: If the Recovery Image partition is not listed, you must recover your operating system and
programs using the Windows operating system media and the Driver Recovery media (both purchased
separately). For additional information, see Using Windows operating system media (purchased
separately) on page 182.
3.
If the Recovery Image partition is listed, restart the computer, and then press esc while the “Press the
ESC key for Startup Menu” message is displayed at the bottom of the screen.
4.
Press f11 while the “Press <F11> for recovery” message is displayed on the screen.
5.
Follow the on-screen instructions.
Performing a system recovery 181
Using Windows operating system media (purchased separately)
To order a Windows operating system DVD, contact support. See the Worldwide Telephone Numbers booklet
included with the computer. You can also find contact information from the HP website. Go to
http://www.hp.com/support, select your country or region, and follow the on-screen instructions.
CAUTION: Using a Windows operating system media completely erases hard drive contents and reformats
the hard drive. All files that you have created and any software that you have installed on the computer are
permanently removed. When reformatting is complete, the recovery process helps you restore the operating
system, as well as drivers, software, and utilities.
To initiate a full install of the operating system using a Windows operating system DVD:
NOTE:
This process takes several minutes.
1.
If possible, back up all personal files.
2.
Insert the Windows operating system DVD into the optical drive, and then restart the computer.
3.
When prompted, press any keyboard key.
4.
Follow the on-screen instructions.
After the installation is completed:
1.
Eject the Windows operating system media and then insert the Driver Recovery media.
2.
Install the Hardware Enabling Drivers first, and then install Recommended Applications.
182 Chapter 13 Backing up and recovering Windows 8
Using Windows Refresh or Windows Reset
When your computer is not working properly and you need to regain system stability, the Windows Refresh
option allows you to start fresh and keep what is important to you.
The Windows Reset option allows you to perform detailed reformatting of your computer, or remove personal
information before you give away or recycle your computer. For more information on these features, see
Windows Help and Support.
Using HP Software Setup
HP Software Setup can be used to reinstall drivers or select software that has been corrupted or deleted from
the system.
1.
From the Start screen, type HP Software Setup.
2.
Open HP Software Setup.
3.
Follow the on-screen directions to reinstall drivers or select software.
Performing a system recovery 183
14 Backing up and recovering Windows 7
Your computer includes HP and Windows tools to help you safeguard your information and retrieve it if you
ever need to. These tools will help you return your computer to a proper working state, all with simple steps.
This section provides information about the following processes:
●
Creating recovery media and backups
●
Restoring and recovering your system
Creating recovery media and backups
Recovery after a system failure is only as good as your most recent backup.
1.
After you successfully set up the computer, create HP Recovery media. This step creates a Windows 7
operating system DVD and a Driver Recovery DVD. The Windows DVD can be used to reinstall the original
operating system in cases where the hard drive is corrupted or has been replaced. The Driver Recovery
DVD installs specific drivers and applications. See Creating recovery media with HP Recovery Disc
Creator on page 184.
2.
Use Windows Backup and Recovery tools to perform the following:
●
Back up individual files and folders
●
Back up your entire hard drive (select models only)
●
Create system repair discs (select models only) with the installed optical drive (select models only)
or an optional external optical drive
●
Create system restore points
NOTE: This guide describes an overview of backing up, restoring, and recovering options. For more details
about the tools provided, see Help and Support. To access Help and Support, select Start > Help and Support.
NOTE: HP recommends that you print the recovery procedures and save them for later use, in case of
system instability.
In case of system failure, you can use the backup files to restore the contents of your computer. See Backing
up your information on page 185.
Guidelines
●
When creating recovery media or backing up to discs, use any of the following types of discs (purchased
separately): DVD+R, DVD+R DL, DVD-R, DVD-R DL, or DVD±RW. The discs you use will depend on the type
of optical drive you are using.
●
Be sure that the computer is connected to AC power before you start the recovery media creation
process or the backup process.
Creating recovery media with HP Recovery Disc Creator
HP Recovery Disc Creator is a software program that offers an alternative way to create recovery media. After
you successfully set up the computer, you can create recovery media using HP Recovery Disc Creator. This
recovery media allows you to reinstall your original operating system as well as select drivers and
184 Chapter 14 Backing up and recovering Windows 7
applications if the hard drive becomes corrupted. HP Recovery Disc Creator can create two kinds of recovery
DVDs:
●
Windows 7 operating system DVD—Installs the operating system without additional drivers or
applications.
●
Driver Recovery DVD—Installs specific drivers and applications only, in the same way that the HP
Software Setup utility installs drivers and applications.
Creating recovery media
NOTE: The Windows 7 operating system DVD can be created only once. Thereafter, the option to create that
media will not be available after you create a Windows DVD.
To create the Windows DVD:
1.
Select Start > All Programs > Productivity and Tools > HP Recovery Disc Creator.
2.
Select Windows disk.
3.
From the drop-down menu, select the drive for burning the recovery media.
4.
Click the Create button to start the burning process.
After the Windows 7 operating system DVD has been created, create the Driver Recovery DVD:
1.
Select Start > All Programs > Productivity and Tools > HP Recovery Disc Creator.
2.
Select Driver disk.
3.
From the drop-down menu, select the drive for burning the recovery media.
4.
Click the Create button to start the burning process.
Backing up your information
You should create system repair media and your initial backup immediately after initial system setup. As you
add new software and data files, you should continue to back up your system on a regular basis to maintain a
reasonably current backup. You should also create Windows system repair media (select models only) which
can be used to start up (boot) the computer and repair the operating system in case of system instability or
failure. Your initial and subsequent backups allow you to restore your data and settings if a failure occurs.
You can back up your information to an optional external hard drive, a network drive, or discs.
Note the following when backing up:
●
Store personal files in the Documents library, and back it up regularly.
●
Back up templates that are stored in their associated directories.
●
Save customized settings that appear in a window, toolbar, or menu bar by taking a screen shot of your
settings. The screen shot can be a time-saver if you have to reset your preferences.
●
When backing up to discs, number each disc after removing it from the drive.
NOTE: For detailed instructions on various backup and restore options, perform a search for these topics in
Help and Support. To access Help and Support, select Start > Help and Support.
NOTE: Windows includes the User Account Control feature to improve the security of your computer. You
may be prompted for your permission or password for tasks such as installing software, running utilities, or
changing Windows settings. Refer to Help and Support. To access Help and Support, select Start > Help and
Support.
Creating recovery media and backups 185
To create a backup using Windows Backup and Restore:
NOTE:
The backup process may take over an hour, depending on file size and the speed of the computer.
1.
Select Start > All Programs > Maintenance > Backup and Restore.
2.
Follow the on-screen instructions to set up your backup, create a system image (select models only), or
create system repair media (select models only).
Performing a system recovery
In case of system failure or instability, the computer provides the following tools to recover your files:
●
Windows recovery tools: You can use Windows Backup and Restore to recover information you have
previously backed up. You can also use Windows Startup Repair to fix problems that might prevent
Windows from starting correctly.
●
f11 recovery tools (select models only): You can use the f11 recovery tools to recover your original hard
drive image. The image includes the Windows operating system and software programs installed at the
factory.
NOTE: If you are unable to boot (start up) your computer and you cannot use the system repair media you
previously created (select models only), you must purchase Windows 7 operating system media to reboot the
computer and repair the operating system. For additional information, see Using Windows 7 operating system
media on page 187.
Using the Windows recovery tools
Using the Windows recovery tools, you can:
●
Recover individual files
●
Restore the computer to a previous system restore point
●
Recover information using recovery tools
NOTE: For detailed instructions on various recovery and restore options, perform a search for these topics
in Help and Support. To access Help and Support, select Start > Help and Support.
NOTE: Windows includes the User Account Control feature to improve the security of your computer. You
may be prompted for your permission or password for tasks such as installing software, running utilities, or
changing Windows settings. Refer to Help and Support. To access Help and Support, select Start > Help and
Support.
To recover information you previously backed up:
1.
Select Start > All Programs > Maintenance > Backup and Restore.
2.
Follow the on-screen instructions to recover your system settings, your computer (select models only),
or your files.
To recover your information using Startup Repair, follow these steps:
CAUTION: Some Startup Repair options will completely erase and reformat the hard drive. All files you have
created and any software installed on the computer are permanently removed. When reformatting is
complete, the recovery process restores the operating system, as well as the drivers, software, and utilities
from the backup used for recovery.
186 Chapter 14 Backing up and recovering Windows 7
1.
If possible, back up all personal files.
2.
If possible, check for the presence of the Windows partition.
To check for the Windows partition, select Start > Computer.
NOTE: If the Windows partition is not listed, you must recover your operating system and programs
using the Windows 7 operating system DVD and the Driver Recovery media. For additional information,
see Using Windows 7 operating system media on page 187.
3.
If the Windows partition is listed, restart the computer, and then press f8 before the Windows operating
system loads.
4.
Select Startup Repair.
5.
Follow the on-screen instructions.
NOTE: For additional information on recovering information using the Windows tools, select Start > Help
and Support.
Using f11 recovery tools (select models only)
CAUTION: Using f11 completely erases hard drive contents and reformats the hard drive. All files that you
have created and any software that you have installed on the computer are permanently removed. The f11
recovery tool reinstalls the operating system and HP programs and drivers that were installed at the factory.
Software not installed at the factory must be reinstalled.
To recover the original hard drive image using f11:
1.
If possible, back up all personal files.
2.
If possible, check for the presence of the HP Recovery partition: click Start, right-click Computer, click
Manage, and then click Disk Management.
NOTE: If the HP Recovery partition is not listed, you must recover your operating system and programs
using the Windows 7 operating system media and the Driver Recovery media. For additional information,
see Using Windows 7 operating system media on page 187.
3.
If the HP Recovery partition is listed, restart the computer, and then press f11 before the Windows
operating system loads.
4.
Follow the on-screen instructions.
Using Windows 7 operating system media
If you cannot use the recovery media you previously created using the HP Recovery Disc Creator (select
models only), you must purchase a Windows 7 operating system DVD to reboot the computer and repair the
operating system.
To order a Windows 7 operating system DVD, go to the HP website. For U.S. support, go to
http://www.hp.com/support. For worldwide support, go to http://welcome.hp.com/country/us/en/
wwcontact_us.html. You can also order the DVD by calling support. For contact information, see the
Worldwide Telephone Numbers booklet included with the computer.
CAUTION: Using a Windows 7 operating system DVD completely erases hard drive contents and reformats
the hard drive. All files that you have created and any software that you have installed on the computer are
permanently removed. When reformatting is complete, the recovery process helps you restore the operating
system, as well as drivers, software, and utilities.
To initiate recovery using a Windows 7 operating system DVD:
Performing a system recovery 187
NOTE:
This process takes several minutes.
1.
If possible, back up all personal files.
2.
Restart the computer, and then insert the Windows 7 operating system DVD into the optical drive before
the Windows operating system loads.
3.
When prompted, press any keyboard key.
4.
Follow the on-screen instructions.
5.
Click Next.
6.
Select Repair your computer.
7.
Follow the on-screen instructions.
After the repair is completed:
1.
Eject the Windows 7 operating system DVD and then insert the Driver Recovery DVD.
2.
Install the Hardware Enabling Drivers first, and then install Recommended Applications.
188 Chapter 14 Backing up and recovering Windows 7
15 Specifications
Input power
The power information in this section may be helpful if you plan to travel internationally with the computer.
The computer operates on DC power, which can be supplied by an AC or a DC power source. The AC power
source must be rated at 100–240 V, 50–60 Hz. Although the computer can be powered from a standalone DC
power source, it should be powered only with an AC adapter or a DC power source supplied and approved by
HP for use with this computer.
The computer can operate on DC power within the following specifications.
Input Power
Rating
Operating voltage and current
19.5 V dc @ 2.31 A – 45 W
19.5 V dc @ 3.33 A – 65 W
NOTE: This product is designed for IT power systems in Norway with phase-to-phase voltage not exceeding
240 V rms.
NOTE:
The computer operating voltage and current can be found on the system regulatory label.
Operating environment
Factor
Metric
U.S.
Operating (writing to optical disc)
5°C to 35°C
41°F to 95°F
Nonoperating
-20°C to 60°C
-4°F to 140°F
Operating
10% to 90%
10% to 90%
Nonoperating
5% to 95%
5% to 95%
Operating
-15 m to 3,048 m
-50 ft to 10,000 ft
Nonoperating
-15 m to 12,192 m
-50 ft to 40,000 ft
Temperature
Relative humidity (noncondensing)
Maximum altitude (unpressurized)
Input power 189
16 Power cord set requirements
The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120
volts AC, or from 220 to 240 volts AC.
The 3-conductor power cord set included with the computer meets the requirements for use in the country or
region where the equipment is purchased.
Power cord sets for use in other countries and regions must meet the requirements of the country or region
where the computer is used.
Requirements for all countries
The following requirements are applicable to all countries and regions:
●
The length of the power cord set must be at least 1.0 m (3.3 ft) and no more than 2.0 m (6.5 ft).
●
All power cord sets must be approved by an acceptable accredited agency responsible for evaluation in
the country or region where the power cord set will be used.
●
The power cord sets must have a minimum current capacity of 10 amps and a nominal voltage rating of
125 or 250 V AC, as required by the power system of each country or region.
●
The appliance coupler must meet the mechanical configuration of an EN 60 320/IEC 320 Standard Sheet
C13 connector for mating with the appliance inlet on the back of the computer.
Requirements for specific countries and regions
Country/region
Accredited agency
Applicable note number
Australia
EANSW
1
Austria
OVE
1
Belgium
CEBC
1
Canada
CSA
2
Denmark
DEMKO
1
Finland
FIMKO
1
France
UTE
1
Germany
VDE
1
Italy
IMQ
1
Japan
METI
3
The Netherlands
KEMA
1
Norway
NEMKO
1
The People's Republic of China
COC
5
South Korea
EK
4
190 Chapter 16 Power cord set requirements
Country/region
Accredited agency
Applicable note number
Sweden
SEMKO
1
Switzerland
SEV
1
Taiwan
BSMI
4
The United Kingdom
BSI
1
The United States
UL
2
1.
The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler
and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be
used.
2.
The flexible cord must be Type SPT-3 or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type
with a NEMA 5-15P (15 A, 125 V) or NEMA 6-15P (15 A, 250 V) configuration.
3.
The appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese
Dentori Law. The flexible cord must be Type VCT or VCTF, 3-conductor, 1.00-mm² conductor size. The wall plug must be a twopole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V) configuration.
4.
The flexible cord must be Type RVV, 3-conductor, 0.75-mm² conductor size. Power cord set fittings (appliance coupler and wall
plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.
5.
The flexible cord must be Type VCTF, 3-conductor, 0.75-mm² conductor size. Power cord set fittings (appliance coupler and wall
plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.
Requirements for specific countries and regions 191
17 Statement of memory volatility
The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business
PCs. This chapter also provides general instructions for restoring nonvolatile memory that can contain
personal data after the system has been powered off and the hard drive has been removed.
HP Business PC products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
The amount of nonvolatile memory present in the system depends upon the system configuration. Intelbased and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from
HP, assuming that no subsequent modifications have been made to the system and assuming that no
applications, features, or functionality have been added to or installed on the system.
Following system shutdown and removal of all power sources from an HP Business PC system, personal data
can remain on volatile system memory (DIMMs) for a finite period of time and will also remain in nonvolatile
memory. Use the steps below to remove personal data from the PC, including the nonvolatile memory found
in Intel-based and AMD-based system boards.
1.
Follow steps (a) through (j) below to restore the nonvolatile memory that can contain personal data.
Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary
nor recommended.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
b.
Select Main, select Restore Defaults, and then select Yes to load defaults.
c.
Select the Security menu, select Restore Security Level Defaults, and then select Yes to restore
security level defaults.
d.
If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu.
Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the
selection to return to the prior menu.
e.
If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Tools
under the Utilities menu. Select Hard Drive Tools, select DriveLock, then uncheck the checkbox
for DriveLock password on restart. Select OK to proceed.
f.
If an Automatic DriveLock password is set, select the Security menu, scroll down to Hard Drive
Tools under the Utilities menu. Select Hard Drive Tools, scroll down to Automatic DriveLock, then
select the desired hard drive and disable protection. At the automatic drive lock warning screen,
select Yes to continue. Repeat this procedure if more than one hard drive has an Automatic
DriveLock password.
g.
Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
h.
Select the Main menu, select Save Changes and Exit, select Yes to save changes and exit, and then
select Shutdown.
192 Chapter 17 Statement of memory volatility
2.
i.
Reboot the system. If the system has a Trusted Platform Module (TPM) and/or fingerprint reader,
one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor;
press or tap F1 to accept or F2 to reject.
j.
Remove all power and system batteries for at least 24 hours.
Complete one of the following:
●
Remove and retain the storage drive.
– or –
●
Clear the drive contents by using a third party utility designed to erase data from an SSD.
– or –
●
Clear the contents of the drive by using the following BIOS Setup Secure Erase command option
steps:
IMPORTANT:
If you clear data using Secure Erase, it cannot be recovered.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select the Security menu and scroll down to the Utilities menu.
c.
Select Hard Drive Tools.
d.
Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
– or –
●
Clear the contents of the drive by using the following Disk Sanitizer command steps:
IMPORTANT:
If you clear data using Disk Sanitizer, it cannot be recovered.
NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer
into an AC outlet before starting.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select the Security menu and scroll down to the Utilities menu.
c.
Select Hard Drive Tools.
d.
Under Utilities, select Disk Sanitizer, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
193
Nonvolatile memory usage
Nonvolatile
Memory Type
Amount (Size)
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
What is the
purpose of this
memory?
How is data input into this
memory?
How is this memory
write-protected?
HP Sure Start flash
(select models
only)
2 MBytes
No
Yes
Provides
protected
backup of
critical System
BIOS code, EC
firmware, and
critical PC
configuration
data for select
platforms that
support HP
Sure Start.
Data cannot be written to this
device via the host processor.
The content is managed
solely by the HP Sure Start
Embedded Controller.
This memory is protected
by the HP Sure Start
Embedded Controller.
For more
information,
see Using HP
Sure Start
(select models
only)
on page 197.
Real Time Clock
(RTC) battery
backed-up CMOS
configuration
memory
256 Bytes
No
Yes
Stores system
date and time
and noncritical
data.
RTC battery backed-up CMOS
is programmed using the
Computer Setup (BIOS), or
changing the Microsoft
Windows date & time.
This memory is not writeprotected.
Controller (NIC)
EEPROM
64 KBytes (not
customer
accessible)
No
Yes
Stores NIC
configuration
and NIC
firmware.
NIC EEPROM is programmed
using a utility from the NIC
vendor that can be run from
DOS.
A utility is required to
write data to this memory
and is available from the
NIC vendor. Writing data
to this ROM in an
inappropriate manner will
render the NIC nonfunctional.
DIMM Serial
Presence Detect
(SPD)
configuration data
256 Bytes per
memory
module, 128
Bytes
programmable
(not customer
accessible)
No
Yes
Stores memory
module
information.
DIMM SPD is programmed by
the memory vendor.
Data cannot be written to
this memory when the
module is installed in a
PC. The specific writeprotection method varies
by memory vendor.
System BIOS
4 MBytes to 5
MBytes
Yes
Yes
Stores system
BIOS code and
PC
configuration
data.
System BIOS code is
programmed at the factory.
Code is updated when the
system BIOS is updated.
Configuration data and
settings are input using the
Computer Setup (BIOS) or a
custom utility.
NOTE: Writing data to
this ROM in an
inappropriate manner can
render the PC nonfunctional.
194 Chapter 17 Statement of memory volatility
A utility is required for
writing data to this
memory and is available
on the HP website; go to
http://www.hp.com/
support, and select your
country. Select Drivers &
Nonvolatile
Memory Type
Amount (Size)
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
What is the
purpose of this
memory?
How is data input into this
memory?
How is this memory
write-protected?
Downloads, and then
follow the on-screen
instructions.
Intel Management 1.5 MBytes or 5
Engine Firmware
MBytes
(present in only
specific ZBook and
EliteBook models.
For more
information, go to
http://www.hp.com/
support, and
select your
country. Select
Drivers &
Downloads, and
then follow the
on-screen
instructions.)
Yes
Yes
Stores
Management
Engine Code,
Settings,
Provisioning
Data and iAMT
third-party data
store.
Management Engine Code is
programmed at the factory.
Code is updated via Intel
secure firmware update
utility. Unique Provisioning
Data can be entered at the
factory or by an
administrator using the
Management Engine (MEBx)
setup utility. The third party
data store contents can be
populated by a remote
management console or local
applications that have been
registered by an
administrator to have access
to the space.
The Intel chipset is
configured to enforce
hardware protection to
block all direct read/write
access to this area. An
Intel utility is required for
updating the firmware.
Only firmware updates
digitally signed by Intel
can be applied using this
utility.
Bluetooth flash
2 Mbit
No
Yes
Stores
Bluetooth
configuration
and firmware.
Bluetooth flash is
programmed at the factory.
Tools for writing data to this
memory are not publicly
available but can be obtained
from the silicon vendor.
A utility is required for
writing data to this
memory and is made
available through newer
versions of the driver
whenever the flash
requires an upgrade.
802.11 WLAN
EEPROM
4 Kbit to 8 Kbit
No
Yes
Stores
configuration
and calibration
data.
802.11 WLAN EEPROM is
programmed at the factory.
Tools for writing data to this
memory are not made public.
A utility is required for
writing data to this
memory and is typically
not made available to the
public unless a firmware
upgrade is necessary to
address a unique issue.
Web camera
64 Kbit
No
Yes
Stores webcam
configuration
and firmware.
Webcam memory is
programmed using a utility
from the device
manufacturer that can be run
from Windows.
A utility is required for
writing data to this
memory and is typically
not made available to the
public unless a firmware
upgrade is necessary to
address a unique issue.
Fingerprint reader
512 KByte flash
Yes
Yes
Stores
fingerprint
templates.
Fingerprint reader memory is
programmed by user
enrollment in HP
ProtectTools Security
Manager.
Only a digitally signed
application can make the
call to write to the flash.
Nonvolatile memory usage 195
Questions and answers
1.
How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and
answer 6 for steps to securely erase data.
Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for
information about resetting the keys.
2.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select Main, and then select Restore defaults.
c.
Follow the on-screen instructions.
d.
Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
What is a UEFI BIOS, and how is it different from a legacy BIOS?
The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface
between the platform firmware and an operating system (OS). It is a replacement for the older BIOS
architecture, but supports much of the legacy BIOS functionality.
Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and
configuration settings and to change the configuration of your computer before an OS is loaded. BIOS
provides a secure run-time environment that supports a Graphic User Interface (GUI). In this
environment, you can use either a pointing device (Touchscreen, TouchPad, pointing stick, or USB
mouse) or the keyboard to navigate and make menu and configuration selections. The UEFI BIOS also
contains basic system diagnostics.
The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to
initialize the computer’s hardware before loading and executing the OS; the run-time environment
allows the loading and execution of software programs from storage devices to provide more
functionality, such as advanced hardware diagnostics (with the ability to display more detailed system
information) and advanced firmware management and recovery software.
HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the
operating system. Examples of this requirement would be if you upgrade or downgrade the OS.
3.
Where does the UEFI BIOS reside?
The UEFI BIOS resides on a flash memory chip. A utility is required to write to the chip.
4.
What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory
module? How would this data be written?
The DIMM SPD memory contains information about the memory module, such as size, serial number,
data width, speed/timing, voltage, and thermal information. This information is written by the module
manufacturer and stored on an EEPROM. This EEPROM cannot be written to when the memory module is
installed in a PC. Third-party tools do exist that can write to the EEPROM when the memory module is
not installed in a PC. Various third-party tools are available to read SPD memory.
5.
What is meant by “Restore the nonvolatile memory found in Intel-based system boards”?
This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains PC configuration
data.
6.
How can the BIOS security be reset to factory defaults and data erased?
196 Chapter 17 Statement of memory volatility
IMPORTANT:
Resetting will result in the loss of information.
These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the keys.
7.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select Main, and then select Reset BIOS Security to Factory Default.
c.
Follow the on-screen instructions.
d.
Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled
Secure Boot and created Custom Secure Boot Keys, simply disabling Secure Boot will not clear the keys.
You must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure
you used to create the Custom Secure Boot Keys, but make the selection to clear or delete all Secure
Boot Keys.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select the Security menu, select Secure Boot Configuration, and then follow the on-screen
instructions.
c.
At the Secure Boot Configuration window, select Secure Boot, select Clear Secure Boot Keys, and
then follow the on-screen instructions to continue.
Using HP Sure Start (select models only)
Select computer models are configured with HP Sure Start, a technology that continuously monitors your
computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start
restores the BIOS to its previously safe state, without user intervention. Those select computer models ship
with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most
users can use the HP Sure Start default configuration. The default configuration can be customized by
advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support, and select your
country. Select Drivers & Downloads, and then follow the on-screen instructions.
Using HP Sure Start (select models only) 197
18 Recycling
When a non-rechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the
battery in general household waste. Follow the local laws and regulations in your area for battery disposal.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
batteries. For more information about recycling programs, see the HP Web site at http://www.hp.com/recycle.
198 Chapter 18 Recycling
Index
A
AC adapter, spare part numbers 28
antennas
disconnecting 46, 48
audio, product description 3
audio-out (headphone)/audio-in
(microphone) combo jack,
identifying 7
B
back cover
spare part number 26
Backup and Restore 186
backup tools 184
backups 174
creating 185
recovering 186
battery
spare part number 40
spare part numbers 24
battery light 20
bezel
spare part number 25
BIOS
determining version 159, 164,
169
downloading an update 159,
164, 169
updating 159, 164, 169
Bluetooth card
spare part number 46
Bluetooth label 21
boot order
changing 178
bottom 21
bottom cover
spare part number 24, 35
buttons
left pointing stick 11
left TouchPad 11
power 14
right pointing stick 11
right TouchPad 11
C
cable
spare part number 26
cable lock docking station, spare part
number 28
cables
spare part numbers 28
caps lock light, identifying 12, 14
cases
spare part numbers 28
chipset, product description 1
components
bottom 19
display 10
front 20
left side 9
right side 7
top 11
computer major components 22
Computer Setup
navigating and selecting 157,
162, 167
restoring factory settings 158,
163, 168
connector, power 8
D
display assembly
removal 76
spare part numbers 76
subcomponents 25
display bezel
removal 78
display hinge
removal 79
display image, switching 17
display panel
product description 1
docking connector, identifying 8, 19
drive light 20
Driver Recovery DVD,
creating 184
using for restore 187
Dual-Mode DisplayPort
identifying 7
E
embedded numeric keypad,
identifying 16
esc key, identifying 16, 17
external monitor port 9
F
f11 recovery 181, 187
fingerprint reader
spare part number 23
fingerprint reader assembly
removal 62
spare part number 62
fingerprint reader, identifying
fn key, identifying 16, 17
15
H
hard drive
product description 2
removing 41
spare part numbers 23, 27, 41
hard drive hardware kit
spare part number 23, 27
hard drive recovery 181, 187
heat sink
removal 59
spare part numbers 59
heat sink/fan assembly
spare part number 24
hinge
removal 79
hinges
spare part number 25
hot keys
microphone mute 18
Sleep 17
switching screen image 17
using 17
HP PC Hardware Diagnostics (UEFI)
using 172
HP Recovery Disc Creator, using 184
HP Recovery Manager
correcting boot problems 178
starting 177
Index 199
HP Recovery media
creating 174
recovery 177
HP Recovery partition
checking for presence 187
recovery 177
removing 179
using for recovery 187
HP Sure Start 197
I
input power 189
integrated numeric keypad,
identifying 17
integrated webcam light,
identifying 10
internal base plate
spare part number 24, 56
internal microphones, identifying
10
J
jacks
audio-out (headphone)/audio-in
(microphone) combo 7
network 8
RJ-45 (network) 8
K
keyboard
product description 4
removal 50
spare part number 22
spare part numbers 50
keypad
embedded numeric 16
integrated numeric 17
keys
esc 16, 17
fn 16, 17
Windows application 16
Windows key 16, 17
L
labels
Bluetooth 21
regulatory 21
serial number 20, 21
wireless certification 21
WLAN 21
legacy support, USB 157, 162, 167
200 Index
lights
battery 20
caps lock 12, 14
drive 20
microphone mute 12, 13
num lock 12, 13
power 12, 13, 20
RJ-45 (network) 8
TouchPad 12, 14
webcam 10
wireless 12, 13, 20
M
memory
nonvolatile 192
volatile 192
memory card reader, identifying 7
memory module
removal 44
spare part number 24
spare part numbers 44
mice
spare part numbers 28
microphone
product description 3
microphone module
spare part number 25
microphone mute key, identifying
18
microphone mute light, identifying
12, 13
minimized image recovery 177
minimized image, creating 176
model name 1
N
network jack, identifying 8
NFC module
removal 68
spare part number 23, 68
nonvolatile memory 192
num lock light 12, 13
O
operating environment 189
operating system, product
description 5
original system recovery 176
P
pointing device, product
description 4
pointing stick 11
ports
Dual-Mode DisplayPort 7
external monitor 9
product description 4
USB 3.0 charging (powered) 9
USB Type-C (charging) 7
power button board
spare part number 23
power button board assembly
removal 63
spare part number 63
power button, identifying 14
power connector, identifying 8
power cord
set requirements 190
power lights 12, 13, 20
power requirements, product
description 4
product description
audio 3
chipset 1
display panel 1
external media cards 4
hard drive 2
keyboard 4
microphone 3
operating system 5
pointing device 4
ports 4
power requirements 4
product name 1
security 4
serviceability 6
video 3
product name 1
product name and number,
computer 20, 21
R
raw panel
spare part number 26
recover
options 176
recovery 183
discs 175, 177
HP Recovery Manager 176
media 177
starting 177
supported discs 175
system 176
USB flash drive 177
using HP Recovery media 175
recovery media
creating 174
creating using HP Recovery
Manager 175
recovery media, creating 184
recovery media, using for restore
187
recovery partition 181, 187
removing 179
recovery tools 184
recovery tools, Windows 186
recovery, system 186
refresh 183
regulatory information 20
regulatory label 21
wireless certification labels 21
removal/replacement
procedures 35, 54
removing personal data from volatile
system memory 192
reset 183
restoring the hard drive 181, 187
RJ-45 (network) jack, identifying 8
RJ-45 (network) lights, identifying
8
RTC battery
removal 55
spare part number 24, 55
slots
security cable 9
SIM card 8
smart card 9
smart card reader board
removal 69
spare part number 69
spare part numbers 23
smart card slot 9
solid-state drive
removal 43
spare part numbers 23, 43
solid–state drive
spare part numbers 27
speaker assembly
removal 75
spare part number 75
speakers, identifying 15
Startup Repair, using 186
supported discs, recovery 175
Sure Start
using 161, 166, 171
system board
removal 72
spare part number 23
spare part numbers 72
system information
locating 20
system memory, removing personal
data from volatile 192
system recovery 176
system restore point
creating 175
system restore point, creating 174
S
screen image, switching 17
screw kit, spare part number 29
security cable slot, identifying 9
security, product description 4
serial number 20, 21
serial number, computer 20, 21
serviceability, product description 6
setup utility
navigating and selecting 157,
162, 167
restoring factory settings 158,
163, 168
SIM card slot, identifying 8
SIM, spare part number 28
T
top cover
removal 81
spare part number 22, 81
TouchPad
buttons 11
spare part number 23
touchpad button board
removal 66
spare part number 66
TouchPad light, identifying 12, 14
TouchPad zone
identifying 11
TPM settings 160, 165, 170
traveling with the computer 21
U
USB 3.0 charging (powered),
identifying 9
USB 3.0 port 7
USB legacy support 157, 162, 167
USB ports, identifying 7
USB Type-C (charging) port,
identifying 7
USB/audio board
removal 71
spare part number 23, 71
V
vents, identifying 9, 19
video, product description 3
W
warranty period 20
webcam 10
webcam light, identifying 10
webcam module
removal 78
spare part number 26
webcam, identifying 10
Windows
Refresh 183
Reset 183
system restore point 174, 175
Windows 7 operating system DVD
creating 184
using for restore 187
Windows 7 operating system media
creating 184
using for restore 187
Windows application key,
identifying 16
Windows key, identifying 16, 17
Windows operating system DVD
182
Windows Startup Repair, using 186
Windows tools
using 175
wireless antennas
disconnecting 46, 48
wireless antennas, identifying 10
wireless certification label 21
wireless light 12, 13, 20
WLAN antenna
spare part number 26
WLAN antennas, identifying 10
Index 201
WLAN device 21
WLAN label 21
WLAN/Bluetooth combo card
removal 46
spare part number 24, 46
WWAN antenna
spare part number 26
WWAN antennas, identifying 10
WWAN module
removal 48
spare part number 24, 48
202 Index
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