HP ZBook 15 G3 Mobile Workstation

HP ZBook 15 G3 Mobile Workstation
HP ZBook 15 G3 Mobile Workstation
Maintenance and Service Guide
© Copyright 2016, 2017 HP Development
Company, L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel, Celeron, and Pentium are trademarks of
Intel Corporation in the U.S. and other
countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
Second Edition: October 2017
First Edition: January 2016
Document Part number: 839656-002
Product notice
Software terms
This user guide describes features that are
common to most models. Some features may
not be available on your computer.
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. Go to
http://www.microsoft.com for details.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place
the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, 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 computer 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).
iii
iv
Safety warning notice
Table of contents
1 Product description ....................................................................................................................................... 1
2 External component identification .................................................................................................................. 7
Display .................................................................................................................................................................... 7
Top .......................................................................................................................................................................... 8
TouchPad ............................................................................................................................................. 8
Lights ................................................................................................................................................... 9
Buttons and fingerprint reader ......................................................................................................... 10
Special function keys ........................................................................................................................ 11
Front ..................................................................................................................................................................... 12
Left ....................................................................................................................................................................... 13
Right ..................................................................................................................................................................... 14
Bottom ................................................................................................................................................................. 15
Labels ................................................................................................................................................................... 16
3 Illustrated parts catalog .............................................................................................................................. 17
Computer major components .............................................................................................................................. 17
Display assembly subcomponents ...................................................................................................................... 21
Bracket Kit ............................................................................................................................................................ 22
Cable Kit ............................................................................................................................................................... 22
Plastics Kit ........................................................................................................................................................... 23
Mass storage devices ........................................................................................................................................... 24
Miscellaneous parts ............................................................................................................................................. 25
4 Removal and replacement procedures preliminary requirements .................................................................... 27
Tools required ...................................................................................................................................................... 27
Service considerations ......................................................................................................................................... 27
Plastic parts ....................................................................................................................................... 27
Cables and connectors ...................................................................................................................... 28
Drive handling ................................................................................................................................... 28
Grounding guidelines ........................................................................................................................................... 28
Electrostatic discharge damage ........................................................................................................ 28
Packaging and transporting guidelines .......................................................................... 30
Workstation guidelines ................................................................................ 30
v
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 32
Component replacement procedures .................................................................................................................. 32
Bottom cover ..................................................................................................................................... 32
Battery ............................................................................................................................................... 34
SIM card ............................................................................................................................................. 35
Memory module ................................................................................................................................ 36
6 Removal and replacement procedures for Authorized Service Provider parts ................................................... 38
Component replacement procedures .................................................................................................................. 38
Display subcomponents (bezel, panel, webcam) ............................................................................. 38
Solid-state drive (M.2) ....................................................................................................................... 42
WLAN module .................................................................................................................................... 44
WWAN module ................................................................................................................................... 46
RTC battery ........................................................................................................................................ 47
Keyboard ........................................................................................................................................... 49
Speakers ............................................................................................................................................ 52
Touchpad module .............................................................................................................................. 53
LED board .......................................................................................................................................... 54
Fans ................................................................................................................................................... 55
Smart card reader .............................................................................................................................. 57
Hard drive .......................................................................................................................................... 58
Fingerprint reader board ................................................................................................................... 60
Heat sink assembly ........................................................................................................................... 62
Graphics board .................................................................................................................................. 66
System board .................................................................................................................................... 67
Buttons .............................................................................................................................................. 70
Display assembly ............................................................................................................................... 71
Lock bracket ...................................................................................................................................... 79
7 Troubleshooting guide ................................................................................................................................. 80
Resources ............................................................................................................................................................. 81
General troubleshooting steps ............................................................................................................................ 81
Identify the issue ............................................................................................................................... 82
1. Understand the issue .................................................................................................. 82
Boot up sequence ......................................................................................... 82
Failure classification ..................................................................................... 82
2. Examine the environment .......................................................................................... 84
3. Perform a visual inspection of hardware ................................................................... 85
4. Update BIOS and drivers ............................................................................................. 85
Manually updating BIOS and drivers ............................................................ 85
vi
Remotely deploying BIOS and drivers .......................................................... 85
Analyze the issue ............................................................................................................................... 85
5. Remove or uninstall recently added hardware, software .......................................... 85
6. HP Hardware Diagnostics and Tools ........................................................................... 86
HP PC Hardware Diagnostics (UEFI) ............................................................. 86
HP Support Assistant (HPSA) ....................................................................... 88
HP BIOS Configuration Utility (BCU) ............................................................. 89
HP Image Diagnostic Tool ............................................................................. 89
HP Thermal Monitor ..................................................................................... 89
Non HP diagnostics tools ............................................................................. 89
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 90
Status lights .................................................................................................. 90
Interpreting system validation diagnostic front panel LEDs and
audible codes ................................................................................................ 91
POST error messages ................................................................................... 92
Power Good (Troubleshooting) lights .......................................................... 93
Resolve the issue ............................................................................................................................... 94
8. Hard reset .................................................................................................................... 94
9. Soft reset (Default Settings) ....................................................................................... 95
10. Reseat cables and connections ................................................................................ 95
11. Test with minimum configuration ............................................................................ 96
Essential hardware configuration ................................................................ 96
Safe mode ..................................................................................................... 97
12. Test with verified working configuration (hardware and/or operating system) ..... 97
13. Replace the system board ........................................................................................ 97
Verify solution ................................................................................................................................... 98
Helpful Hints ........................................................................................................................................................ 98
At startup ........................................................................................................................................... 98
During operation ............................................................................................................................... 99
Consulting with HP Service ............................................................................................................. 100
Common issues and possible solutions ............................................................................................................ 100
Power-on issues .............................................................................................................................. 100
No Power ....................................................................................................................... 100
Intermittent power-on, shutdown, reboot ................................................................... 102
AC adapter issue ........................................................................................................... 103
Battery not recognized, not charging ........................................................................... 104
Battery discharges too fast .......................................................................................... 105
Burnt smell .................................................................................................................... 106
POST ................................................................................................................................................ 106
No video (with power) ................................................................................................... 106
vii
Blinking lights ............................................................................................................... 107
Diagnostics error messages ......................................................................................... 108
BIOS password .............................................................................................................. 109
Performance (OS) ............................................................................................................................ 109
Intermittent shutdown ................................................................................................. 110
Blue screen .................................................................................................................... 111
Freeze at Windows Logo (hang/lockup) ....................................................................... 113
Electromagnetic Interference (EMI) .............................................................................. 114
No wake up .................................................................................................................... 114
Unresponsive ................................................................................................................ 116
Slow performance ......................................................................................................... 116
HP Smart Adapter warning message ........................................................................... 117
Incorrect time and date ................................................................................................ 117
Display ............................................................................................................................................. 118
Display anomalies ......................................................................................................... 118
Symptom .................................................................................................... 118
Quick check ................................................................................................. 119
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 119
Display assembly diagram ......................................................................... 120
Dead pixel ..................................................................................................................... 120
No video (internal) ........................................................................................................ 120
No video (external) ....................................................................................................... 121
DisplayPort/VGA ........................................................................................................... 121
HDMI .............................................................................................................................. 121
No or bad external video via docking ........................................................................... 122
Incorrect or missing color/distorted image .................................................................. 122
Touch screen ................................................................................................................. 123
I/O devices ....................................................................................................................................... 124
Keyboard ....................................................................................................................... 124
Keyboard point stick ..................................................................................................... 125
Keyboard backlight ....................................................................................................... 125
TouchPad ....................................................................................................................... 126
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 126
Network connectivity wireless (WLAN) ........................................................................ 127
WWAN ............................................................................................................................ 128
USB ................................................................................................................................ 129
Smart card reader ......................................................................................................... 130
Speaker, headphone - audio issues .............................................................................. 131
Thunderbolt (TB) ........................................................................................................... 132
Storage ............................................................................................................................................ 133
Hard drive/solid-state drive not recognized ................................................................ 134
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No boot to operating system (no read/write error) ..................................................... 134
Read-write error ........................................................................................................... 135
Slow performance ......................................................................................................... 135
Blue screen (BSOD) error .............................................................................................. 135
Noisy hard drive ............................................................................................................ 136
Mechanical ....................................................................................................................................... 137
Fan error message - 90B .............................................................................................. 137
Noise (sound) ................................................................................................................ 138
Fan runs constantly ...................................................................................................... 139
Thermal shutdown (hot) ............................................................................................... 140
Stuck power button ...................................................................................................... 140
Additional information ...................................................................................................................................... 141
Acronyms ......................................................................................................................................... 141
Blinking lights and boot error codes ............................................................................................... 142
Processor not executing code ...................................................................................... 142
BIOS recovery code unable to find valid BIOS recovery image ..................................... 142
Memory module error ................................................................................................... 142
Graphics Controller Error (No Controller) ..................................................................... 143
Failure - System Board Error ........................................................................................ 143
Intel Trusted Execution Technology (TXT) Error .......................................................... 143
Sure Start unable to find valid BIOS Boot Block image ................................................ 143
Sure Start has identified a problem (Manual Recovery Policy Set) .............................. 144
POST Error Messages and User Actions .......................................................................................... 144
Routine Maintenance for Performance Improvement .................................................................... 146
Common Blue Screen Error Messages ............................................................................................ 146
Error message list ......................................................................................................... 146
Bug check symbolic names ........................................................................................... 146
Microsoft general troubleshooting of Windows bug check codes ............................... 147
Use Windows Debugging Tool ......................................................................................................... 147
Windows Software Development Kit (SDK) .................................................................. 148
Display Issue: Pixel Anomalies ........................................................................................................ 152
Cable management ......................................................................................................................... 153
Connector types .............................................................................................................................. 154
8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7 ........................................................................ 156
Using Computer Setup ....................................................................................................................................... 156
Starting Computer Setup ................................................................................................................ 156
Navigating and selecting in Computer Setup ................................................................................. 156
Restoring factory settings in Computer Setup ............................................................................... 157
Updating the BIOS ........................................................................................................................... 157
Determining the BIOS version ...................................................................................... 157
ix
Downloading a BIOS update ......................................................................................... 158
Changing the boot order using the f9 prompt ................................................................................ 159
TPM BIOS settings (select products only) ......................................................................................................... 159
Using HP Sure Start (select products only) ....................................................................................................... 159
9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10 ...................................................................... 160
Using Computer Setup ....................................................................................................................................... 160
Starting Computer Setup ................................................................................................................ 160
Navigating and selecting in Computer Setup ................................................................................. 160
Restoring factory settings in Computer Setup ............................................................................... 161
Updating the BIOS ........................................................................................................................... 162
Determining the BIOS version ...................................................................................... 162
Downloading a BIOS update ......................................................................................... 162
Changing the boot order using the f9 prompt ................................................................................ 163
TPM BIOS settings (select products only) ......................................................................................................... 163
Using HP Sure Start (select products only) ....................................................................................................... 164
10 Using HP PC Hardware Diagnostics (UEFI) ................................................................................................... 165
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 165
11 Backup and recovery in Windows 7 ............................................................................................................ 167
Creating recovery media and backups .............................................................................................................. 167
Guidelines ........................................................................................................................................ 167
Creating recovery media with HP Recovery Disc Creator ............................................................... 167
Creating recovery media ............................................................................................... 168
Backing up your information .......................................................................................................... 168
Performing a system recovery .......................................................................................................................... 169
Using the Windows recovery tools .................................................................................................. 169
Using f11 recovery tools (select products only) ............................................................................. 170
Using Windows 7 operating system media ..................................................................................... 170
12 Backup and recovery in Windows 10 .......................................................................................................... 172
Creating recovery media and backups .............................................................................................................. 172
Creating HP Recovery media (select products only) ....................................................................... 172
Using Windows tools ......................................................................................................................................... 173
Restore and recovery ......................................................................................................................................... 173
Recovering using HP Recovery Manager ........................................................................................ 174
What you need to know before you get started ........................................................... 174
Using the HP Recovery partition (select products only) .............................................. 175
Using HP Recovery media to recover ............................................................................ 175
x
Changing the computer boot order .............................................................................. 175
Removing the HP Recovery partition (select products only) ....................................... 176
13 Specifications .......................................................................................................................................... 177
Computer specifications .................................................................................................................................... 177
Hard drive specifications ................................................................................................................................... 178
M.2 solid-state drive specifications .................................................................................................................. 179
M.2 PCIe solid-state drive specifications .......................................................................................................... 180
14 Statement of memory volatility ................................................................................................................ 181
Nonvolatile memory usage ............................................................................................................................... 185
Questions and answers ..................................................................................................................................... 187
Using HP Sure Start (select models only) .......................................................................................................... 188
15 Power cord set requirements .................................................................................................................... 189
Requirements for all countries .......................................................................................................................... 189
Requirements for specific countries and regions ............................................................................................. 189
16 Recycling ................................................................................................................................................ 191
Index ........................................................................................................................................................... 192
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1
Product description
Category
Description
Product Name
HP ZBook 15 G3 Mobile Workstation
Processors
6th Generation Intel® Core™ processors
●
Intel Core i7-6820HQ 2.7-GHz (turbo up to 3.6-GHz) processor (2133-MHz front-side
bus (FSB), 8.0-MB L3 cache, 45 W)
●
Intel Core i7-6700HQ 2.6-GHz (turbo up to 3.5-GHz) processor (2133-MHz FSB, 6.0-MB
L3 cache, 45 W)
●
Intel Core i5-6440HQ 2.6-GHz (turbo up to 3.5-GHz) processor (2133-MHz FSB, 6.0-MB
L3 cache, 45 W)
6th Generation Intel Xeon processors
●
Intel Xeon E3-1545M 2.9-GHz (turbo up to 3.7-GHz) processor (2133-MHz front-side
bus (FSB), 8.0-MB L3 cache, 45 W)
●
Intel Xeon E3-1505M 2.8-GHz (turbo up to 3.6-GHz) processor (2133-MHz front-side
bus (FSB), 8.0-MB L3 cache, 45 W)
Chipset
Mobile Intel CM236 chipset
Graphics
Intel UMA Graphics - with shared video memory
Intel HD Graphics 530 (for Core processors)
Intel HD Graphics P530 (for Xeon processors)
Discrete MXM daughter cards
●
NVIDIA® Quadro® M2200M
●
NVIDIA Quadro M2000M
●
NVIDIA Quadro M1200M
●
NVIDIA Quadro M1000M
●
NVIDIA Quadro M600M
●
AMD FirePro™ W5170M
Support "No Discrete Graphics" option
Support for hybrid (switchable) graphics
Support NVIDIA Optimus Technology
Support AMD Enduro Technology
Support for open GL
Support for DisplayPort 1.2 (supported through Thunderbolt 3)
Support for up to 4 total displays (discrete); 3 displays (UMA) through docking station
Support for NVIDIA Mosaic Technology
Support AMD Eyefinity Technology
1
Category
Description
Panel
39.6 cm (15.6 in), antiglare, LED backlight, 16:9 aspect ratio
Memory
●
FHD (1920×1080), LED, SVA, 300 nits with or without camera
●
FHD (1920×1080), LED, UWVA, 300 nits with or without camera
●
FHD (1920×1080), LED, UWVA, 300 nits, touch screen, with or without camera
●
UHD (3840×2160), LED, UWVA, Dream Color 3, 340 nits with or without camera
Four customer-accessible/upgradable memory module slots
Support for DDR4 2133-MHz, dual channel memory
Support for 64-GB of system RAM in the following configurations:
DDR4-2133 (for Core processors only)
●
65536-MB total system memory (16384-MB×4)
●
32768-MB total system memory (16384-MB×2 or 8192-MB×4)
●
16384-MB total system memory (16384-MB×1, 8192-MB×2 or 4096-MB×4)
●
8192-MB total system memory (8192-MB×1, 4096-MB×2)
ECC DDR4-2133 (for Xeon processors only)
Primary M.2
●
65536-MB total system memory (16384-MB×4)
●
32768-MB total system memory (16384-MB×2 or 8192-MB×4)
●
16384-MB total system memory (16384-MB×1, 8192-MB×2)
●
8192-MB total system memory (8192-MB×1)
M.2 (NGFF) SS/DS Solid State Drive (2280)
SATA
512-GB SATA-3, TLC
512-GB SATA-3 Self-Encrypting Drive (Opal 2)
512-GB SATA-3 Self-Encrypting Drive (Opal 2), TLC
256-GB SATA-3, TLC
256-GB SATA-3 Self-Encrypting Drive (Opal 2)
256-GB SATA-3 Self-Encrypting Drive (Opal 2), TLC
PCIe (Z Turbo)
1-TB PCIe SSD (NVMe), Z Turbo Drive
1-TB PCIe SSD (NVMe), TLC
512-GB PCIe SSD (NVMe), Z Turbo Drive
512-GB PCIe SSD (NVMe), TLC
256-GB PCIe SSD (NVMe), Z Turbo Drive
256-GB PCIe SSD (NVMe), TLC
Secondary M.2
M.2 (NGFF) SS/DS Solid State Drive (2280)
SATA
512-GB SATA-3, TLC
512-GB SATA-3 Self-Encrypting Drive (Opal 2)
2
Chapter 1 Product description
Category
Description
512-GB SATA-3 Self-Encrypting Drive (Opal 2), TLC
256-GB SATA-3, TLC
256-GB SATA-3 Self-Encrypting Drive (Opal 2)
256-GB SATA-3 Self-Encrypting Drive (Opal 2), TLC
PCIe (Z Turbo)
1-TB PCIe SSD (NVMe), Z Turbo Drive
1-TB PCIe SSD (NVMe), TLC
512-GB PCIe SSD (NVMe), Z Turbo Drive
512-GB PCIe SSD (NVMe), TLC
256-GB PCIe SSD (NVMe), Z Turbo Drive
256-GB PCIe SSD (NVMe), TLC
Primary 2.5-in SATA hard drive
Primary 2.5-in storage not required if PCIe SSD selected
Support for 6.35-cm (2.5-in) hard drives in 7.0-mm (.28-in) thickness
Support for 3D DriveGuard hard drive protection
Support for the following hard drives:
●
1-TB, 7200-rpm
●
1-TB, 5400-rpm
●
500-GB, 7200-rpm
●
500-GB, 7200-rpm, self-encrypting drive, OPAL 2
●
500-GB, 5400-rpm, self-encrypting drive, FIPS
●
500-GB, 5400-rpm, hybrid SSD 8 GB cache
Support for the following 6.35-cm (2.5-in) solid-state drives:
Audio and video
●
1-TB SATA-3, TLC
●
256-GB SATA-3, TLC
Stereo speakers (2)
Dual array microphone
Conexant Smart Amplifier and Ambient Noise Suppression with DTS Studio Sound
HD 720p webcam
Intel SST Audio
Support for no webcam option
Ethernet
Intel I219-LM 10/100/1000 Ethernet, with iAMT
S3/S4/S5 wake on LAN
Wireless
WLAN
WLAN options via minicard
Two WLAN antennas built into display assembly
Support "No WLAN/No Bluetooth" option
Intel Pro Wireless Display (WiDi Pro)
3
Category
Description
Support for Miracast
Support for the following WLAN formats:
●
Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi +
Bluetooth 4.2
●
Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi +
Bluetooth 4.2 (non-vPro)
WWAN
SIM Module (3FF/mini SIM) (user accessible behind battery)
Two WWAN antennas built into display assembly
WWAN antennas (2) (world wide 5 band, configured at top of panel on all units except UHD)
Support for the following WWAN formats:
●
HP hs3110 HSPA+ Intel® Mobile Broadband Module
●
HP lt4120 LTE/EVDO/HSPA+ Gobi™ 4G Mobile Broadband Module
External media cards
Integrated SD UHS-II flash media slot (Realtek) - supports SD, SDHC, SDXC
Ports
●
Multi-Pin AC Port
●
Combination mic-in/stereo headphone jack
●
(2) USB Type-C (Thunderbolt 3)
●
RJ-45 (Ethernet)
●
USB 3.0 Charging Port (S3/S5)
●
(2) USB 3.0 Ports
●
HDMI
●
VGA (Dsub 15 pin) supporting: 1920×1200 external resolution @ 75 Hz, hot plug and
unplug and auto detection for correct output to wide-aspect vs. standard aspect video
Docking
Support for HP ZBook 65/150/200 W Thunderbolt 3 Dock
Keyboard/pointing devices
Keyboard
Full-size, chiclet, island-style, backlit (and non-backlit) keyboard with numeric keypad
DuraKeys
Spill resistant with drain
Windows 10 Dual Point (3 pick buttons point stick x 3 pick buttons touchpad)
TouchPad
●
On/off button
●
Glass with chemical etched surface (DuraPad)
●
Support for 2-way scroll
●
Taps enabled by default
●
Gestures enabled by default:
●
4
Chapter 1 Product description
–
2-finger scrolling
–
2-finger zoom (pinch)
Image sensor TouchPad
Category
Description
Power requirements
Support for the following AC adapters:
●
150-W HP Smart Adapter, slim
3-wire plug (with ground pin), 1.0 m
Power requirements
Support for the following batteries
●
Security
9-cell, 90-WHr, 2.635-AHr, Li-ion battery (long-life)
Support security lock
Trusted platform module (TPM 9670) 1.2/2.0 (Infineon; soldered down)
Fingerprint reader
Support "No Fingerprint Reader" option
Integrated smart card reader
BIOS preboot power on - BIOS option (password, fingerprint)
Drive encryption preboot option - (password; fingerprint; selected smartcards)
Operating system
Preinstalled:
●
Windows 10 Home 64 High-end
●
Windows 10 Home 64 High-end Single Language
●
Windows 10 Home 64 High-end Chinese Market CPPP
●
Windows 10 Home 64 Chinese Market CPPP
●
Windows 10 Professional 64
●
Windows 10 Professional 64 Downgrade to Windows 7 64
●
Windows 10 Professional 64 Downgrade to Windows 7 64 MS Volume License
●
Windows 10 Professional 64 Workstation Tier 1
●
Windows 10 Professional 64 Downgrade Windows 7 64 Workstation Tier 1
●
Windows 10 Professional 64 Downgrade Windows 7 64 Workstation Tier 1 MSVL
●
Windows 7 Professional 64-bit
●
FreeDOS 2.0
Restore media-DRDVD/SRDVD:
Operating system
●
DRDVD Windows 7 64-bit, SP1
●
DRDVD Windows 10
Restore media-OSDVD:
●
Windows 7 Pro 64, SP1
●
Windows 10 Professional 64
Supported:
●
Red Hat Enterprise Linux (RHEL) 6.x 64bit
●
Red Hat Enterprise Linux (RHEL) 7.x 64bit
Certified:
●
Microsoft WHQL
5
Category
Description
Web-only support:
Serviceability
6
Chapter 1 Product description
●
Windows 10 Enterprise
●
Windows 10 Enterprise 64 LTSB 1507
●
Windows 8.1 Enterprise 64-bit
●
Windows 8.1 Professional 64-bit
●
Windows 8.1 CH 64
●
Windows 8.1 EM 64
●
Windows 8.1 ML 64
●
Windows 7 Enterprise 64-bit, Service Pack 1
●
Red Hat Enterprise Linux
End user replaceable parts:
●
AC adapter
●
Battery (system)
●
Memory modules
●
Solid-state drive
2
External component identification
Display
Component
Description
(1)
WLAN antennas*
Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
(2)
WWAN antennas* (select products only)
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 in Windows 10:
▲
Type camera in the taskbar search box, and then select
Camera.
For information on using the webcam in Windows 7, select Start > All
Programs > Communication and Chat > HP WebCam.
*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 in Windows 10:
Display
7
Component
1.
Description
Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2.
Select My PC, select the Specifications tab, and then select User Guides.
To access the user guides, select Start > All Programs > HP Help and Support > HP Documentation.
Top
TouchPad
Component
8
Description
(1)
Pointing stick
Moves the pointer and selects or activates items on the screen.
(2)
Left pointing stick button
Functions like the left button on an external mouse.
(3)
TouchPad on/off button
Turns the TouchPad on and off.
(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
Functions like the right button on an external mouse.
(7)
Center pointing stick button
Functions like the center button on an external mouse.
(8)
Center TouchPad button
Functions like the center button on an external mouse.
(9)
Right TouchPad button
Functions like the right button on an external mouse.
Chapter 2 External component identification
Lights
Component
(1)
Description
Power 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.
(2)
Caps lock light
On: Caps lock is on, which switches the key input to all capital
letters.
(3)
Microphone mute light
●
Amber: microphone sound is off.
●
Off: microphone sound is on.
(4)
Num lock light
On: Num lock is on.
(5)
Wireless light
On: An integrated wireless device, such as a wireless local area
network (WLAN) device and/or a Bluetooth® device, is on.
NOTE: On some models, the wireless light is amber when all
wireless devices are off.
(6)
(7)
Mute light
TouchPad light
●
Amber: Computer sound is off.
●
Off: Computer sound is on.
●
On: The TouchPad is off.
●
Off: The TouchPad is on.
Top
9
Buttons 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 5 seconds to turn off the computer.
To learn more about your power settings in Windows 10, see your
power options.
▲
Type power in the taskbar search box, and then select
Power and sleep settings.
‒ or –
Right-click the Start button, and then select Power
Options.
To learn more about your power settings in Windows 7, select
Start > Control Panel > System and Security > Power Options.
(2)
10
Wireless button
Chapter 2 External component identification
Turns the wireless feature on or off but does not establish a
wireless connection.
Component
Description
A wireless network must be set up before a wireless connection is
possible.
(3)
Volume mute button
Mutes and restores speaker sound.
(4)
Fingerprint reader (select products only)
Allows a fingerprint logon to Windows, instead of a password
logon.
Special function keys
Component
Description
(1)
esc key
Displays system information when pressed in combination with
the fn key.
(2)
fn key
Executes frequently used system functions when pressed in
combination with a function key, the num lock key, the esc key,
or the fn+b.
(3)
Windows key
Windows 10:
Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start
menu.
Windows 7:
Displays the Windows Start menu.
(4)
Function keys
Executes frequently used system functions when pressed in
combination with the fn key.
(5)
num lock key
Turns the integrated numeric keypad on and off.
(6)
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.
Top
11
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)
(4)
(5)
12
Power light
Battery light
Drive light
Speakers
Chapter 2 External component identification
●
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.
●
Blinking white: The storage device is being accessed.
●
Amber: HP 3D DriveGuard has temporarily parked the
storage device.
Produce sound.
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)
RJ-45 (network) jack/status lights
Connects a network cable.
●
Green (left): The network is connected.
●
Amber (right): Activity is occurring on the network.
(3)
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)
Memory card reader (select products only)
Reads optional memory cards that store, manage, share, or
access information.
Left
13
Right
Component
Description
(1)
Smart card reader
Supports optional smart cards.
(2)
Audio-out (headphone)/Audio-in (microphone)
combo jack
Connects optional powered stereo speakers, headphones,
earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support
optional 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 in Windows 10:
1.
Type support in the taskbar search box, and then select
the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2.
Select My PC, select the Specifications tab, and then
select User Guides.
To access the user guides in Windows 7, select Start > All
Programs > HP Help and Support > HP Documentation.
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
NOTE: Be sure that the device cable has a 4-conductor
connector that supports both audio-out (headphone) and
audio-in (microphone).
(3)
USB 3.0 ports
Connect optional USB devices, such as a keyboard, mouse,
external drive, printer, scanner or USB hub.
(4)
HDMI port
Connects an optional video or audio device, such as a highdefinition television, any compatible digital or audio
component, or a high-speed High Definition Multimedia
Interface (HDMI) device.
(5)
USB Type-C (Thunderbolt–3–enabled) ports
Connect any USB device with a Type-C connector.
NOTE: USB Type-C ports charge products such as cell phones,
laptops, tablets, and MP3 players, even when the computer is
off. Also, some USB Type-C ports connect DisplayPort, VGA,
HDMI, Thunderbolt and other video devices to provide video
output.
NOTE:
14
Chapter 2 External component identification
Adapters (purchased separately) may be required.
Component
Description
(6)
Power connector
Connects an AC adapter.
(7)
Battery light
When AC power is connected:
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
Off: The battery is not charging.
When AC power is disconnected (battery not charging):
●
Blinking amber: The battery has reached a low battery
level. When the battery has reached a critical battery level,
the battery light begins blinking rapidly.
●
Off: The battery is not charging.
Bottom
Component
Description
(1)
Speakers
Produce sound.
(2)
Vents
Enable airflow to cool internal components.
NOTE: The computer fans start up automatically to cool
internal components and prevent overheating. It is normal
for the internal fans to cycle on and off during routine
operation.
Bottom
15
Labels
The labels affixed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer.
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the
computer, inside the battery bay, under the service door, or on the back of the display.
●
Service label—Provides important information to identify your computer. When contacting support, you
will probably be asked for the serial number, and possibly for the product number or the model number.
Locate these numbers before you contact support.
Your service label will resemble one of the examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Component
(1)
Serial number
(2)
Product number
(3)
Warranty period
(4)
Model number (select products only)
Component
16
(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.
Chapter 2 External component identification
3
Illustrated parts catalog
Computer major components
Computer major components
17
Item
Component
Spare part number
(1)
Display assembly (Touch screen; FHD, UWVA; includes webcam)
848265-001
(2)
Display assembly (Non-touch; UHD, UWVA)
For more display assembly spare part information, see Display assembly subcomponents on page 21
(3)
Non-touch, without webcam
848257-001
Non-touch, with webcam
848258-001
Keyboard (backlit; includes touchpad and keyboard cables)
848311-xx1
For a list of keyboard country codes, see Keyboard on page 49.
The pointing stick cable is available in the Cable Kit using spare part number 848244-001.
(4)
Top cover (includes thermal pad)
850147-001
(5)
RTC battery (includes cable and double-sided adhesive)
848234-001
(6)
LED board
848246-001
(7)
Touchpad module
850944-001
The touchpad module cable is available in the Cable Kit using spare part number 848244-001.
(8)
(9)
Graphics board (includes replacement thermal material)
NVIDIA Quadro M1000M graphics board
848261-001
NVIDIA Quadro M2000M graphics board
848262-001
NVIDIA Quadro M600M graphics board
910536-001
AMD FirePro W5170M graphics board
848263-001
Hard drive/solid-state drive (does not include drive bracket or screws)
Hard drives
●
1-TB, 5400-rpm, hybrid 8 GB
924036-853
●
1-TB, 5400-rpm
762990-003
●
500-GB, 5400-rpm, hybrid 8 GB
732000-003
●
500-GB, 7200-rpm
703267-003
●
500-GB, 5400-rpm, FIPS
820572-003
●
500-GB, 7200-rpm, self-encrypting
820573-003
Solid–state drive
●
1-TB, SATA, TLC
929512-001
●
256-GB, SATA, TLC
848239-001
Hard Drive Hardware Kit (not illustrated, includes hard drive bracket and screws)
848231-001
(10)
Battery (9-cell, 90-WHr, 2.635-AHr, li-ion)
808452-002
(11)
Smart card reader
848245-001
The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.
(12)
18
Thermal board
Chapter 3 Illustrated parts catalog
not spared
Item
Component
Spare part number
(13)
Fingerprint reader board (includes cable and double-sided adhesive)
850151-001
The fingerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.
(14)
Speakers (include cable)
(15)
Memory module (PC4, 2133)
848233-001
For use in models with Intel Core processors
●
16-GB
820571-002
●
8-GB
820570-002
●
4-GB
820569-002
For use in models with Xeon Core processors
●
16-GB
835886-002
●
8-GB
835887-002
Heat sink assembly (includes replacement thermal material)
(16)
For use only in models with UMA graphics memory
850150-001
(17)
For use only in models with Nvidia Quadro graphics boards
850148-001
(17)
For use only in models with the AMD FirePro graphics board
850149-001
(18)
Solid-state drive, M.2
(19)
1-TB, PCIe
848238-001
512-GB, Z Turbo drive, PCIe
848236-001
512-GB, SATA-3
922078-001
512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC
848240-001
512-GB, self-encrypting drive (SED), OPAL2, SATA-3, TLC
922975-001
512-GB, PCIe, locked for EMEA
915234-001
512-GB, PCIe, Samsung, locked
917489-001
512-GB, PCIe, locked
927934-001
512-GB, Samsung, locked, for AMS region
L07371-001
256-GB, SATA-3
922077-001
256-GB, PCIe, Samsung, locked
917488-001
256-GB, self-encrypting drive (SED), OPAL2, SATA-3, TLC
929513-001
256-GB, PCIe, locked
927935-001
256-GB, Samsung, locked
913526-001
256-GB, Z Turbo drive, PCIe
848235-001
WWAN module
HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module
800870-002
HP hs3110 HSPA+ Mobile Broadband Module
822828-002
Computer major components
19
Item
Component
(20)
WLAN module
Spare part number
Intel Dual Band Wireless-AC 8260
806721-002
Intel Dual Band Wireless-AC 8260 (non-vPro)
806722-002
Fan
(21)
For use near the processor
848251-001
(22)
For use near the graphics board
848252-001
(23)
System board (includes battery connector bracket and replacement thermal material)
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
(24)
20
Equipped with an Intel Core i7-6820HQ processor
848221-xxx
Equipped with an Intel Core i7-6700HQ processor
848219-xxx
Equipped with an Intel Core i7-6440HQ processor
848217-xxx
Equipped with an Intel Core i5-6300HQ processor
922974-xxx
Equipped with an Intel Xeon E3-1545M processor
848225-xxx
Equipped with an Intel Xeon E3-1505M processor
848223-xxx
Bottom cover (includes SSD therrmal pad)
848227-001
Chapter 3 Illustrated parts catalog
Display assembly subcomponents
Item
Component
(1)
Display bezel
(2)
(3)
Spare part number
For use only on computer models not equipped with a webcam
848241-001
For use only on computer models equipped with a webcam
850154-001
Webcam/microphone module (includes double-sided adhesive)
848264-001
Microphone module (includes double-sided adhesive)
854110-001
Display panel
SVA
848255-001
UWVA
848256-001
(4)
Display hinges (includes left and right hinges)
848242-001
(5)
Display/Webcam Cable Kit
848253-001
(6)
Antenna Kit, WWAN
848229-001
(7)
Antenna Kit, WLAN
848228-001
(8)
Display rear cover
848230-001
Display assembly subcomponents
21
Bracket Kit
Item
Component
Spare part number
Bracket Kit, includes:
848232-001
(1)
USB-C bracket
(2)
EDP bracket (display cable bracket)
(3)
Fingerprint reader board bracket
(4)
Smart card bracket
Cable Kit
Item
22
Component
Spare part number
Cable Kit, includes:
848244-001
(1)
Touchpad cable
(2)
Pointing stick cable
Chapter 3 Illustrated parts catalog
Plastics Kit
Item
Component
Spare part number
Plastics Kit, includes:
850152-001
(1)
VGA cap
(2)
Fingerprint reader bezel
(3)
SD card reader insert
Plastics Kit
23
Mass storage devices
24
Item
Component
(1)
Solid-state drive, M.2
Spare part number
1-TB, PCIe
848238-001
512-GB, Z Turbo drive, PCIe
848236-001
512-GB, SATA-3
922078-001
512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC
848240-001
512-GB, self-encrypting drive (SED), OPAL2, SATA-3, TLC
922975-001
512-GB, PCIe, locked for EMEA
915234-001
512-GB, PCIe, Samsung, locked
917489-001
512-GB, PCIe, locked
927934-001
512-GB, Samsung, locked, for AMS region
L07371-001
256-GB, SATA-3
922077-001
256-GB, PCIe, Samsung, locked
917488-001
256-GB, self-encrypting drive (SED), OPAL2, SATA-3, TLC
929513-001
256-GB, PCIe, locked
927935-001
256-GB, Samsung, locked
913526-001
Chapter 3 Illustrated parts catalog
Item
(2)
Component
Spare part number
256-GB, Z Turbo drive, PCIe
848235-001
Hard drive/solid-state drive 7.0 mm (does not include drive bracket or screws)
Hard drive
●
1-TB, 5400-rpm, hybrid 8 GB
924036-853
●
1-TB, 5400-rpm,
762990-003
●
500-GB, 5400-rpm, hybrid 8 GB
732000-003
●
500-GB, 7200-rpm
703267-003
●
500-GB, 5400-rpm, FIPS
820572-003
●
500-GB, 7200-rpm, self-encrypting
820573-003
Solid–state drive
●
1-TB, SATA, TLC
929512-001
●
256-GB, SATA, TLC
848239-001
Hard Drive Hardware Kit, includes:
(3a)
Hard drive bracket
(3b)
Hard drive cable
848231-001
Miscellaneous parts
Component
Spare part number
AC adapter
150-W HP Smart adapter (slim, 4.5-mm)
776620-001
Power cord (3-pin, black, 1.83 m):
Argentina
401300-001
Australia
213356-001
Brazil
438722-001
Denmark
213353-001
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden)
213350-001
India
404827-001
Israel
398063-001
Italy
213352-001
Japan
349756-001
North America
213349-001
People’s Republic of China
286497-001
South Africa
361240-001
Miscellaneous parts
25
Component
Spare part number
South Korea
267836-001
Switzerland
213354-001
Taiwan
393313-003
Thailand
285096-001
United Kingdom and Singapore
213351-001
HP Ultraslim Keyed Cable Lock
703372-001
HP USB Type-C to VGA Adapter
831751-001
HP USB Type-C to DisplayPort Adapter
831753-001
HP Thunderbolt 3 Dock
849784-001
HP ZBook Thunderbolt 3 power cable
855116-001
HP ZBook Thunderbolt 3 cable, 1 meter
914966-001
HP HDMI to DVI Adapter
749038-001
HP Professional Slim Top Load Case
703888-001
HP Business Top Load Case
718550-001
Mouse
26
HP USB laser mouse
674318-001
HP Comfort Grip Wireless Mouse
691922-001
HP Ultrathin Bluetooth Mouse
811730-001
HP USB External DVD-RW Drive
747080-001
Screw Kit
848266-001
Chapter 3 Illustrated parts catalog
4
Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
Torx T8 screw driver
●
Flat-bladed screw driver
●
Magnetic screw driver
●
Phillips P0 and P1 screw drivers
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic parts. Apply pressure only at the points designated in the
maintenance instructions.
Tools required
27
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 storage device, 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.
After removing a storage device, an optical drive, or a diskette drive, place it in a static-proof bag.
Avoid exposing an internal storage device 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.”
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.
28
Chapter 4 Removal and replacement procedures preliminary requirements
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
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
Grounding guidelines
29
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:
30
●
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, screw drivers, 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.
Chapter 4 Removal and replacement procedures preliminary requirements
Equipment guidelines
Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation.
●
When seated, wear a wrist strap connected to a grounded system. Wrist straps are 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.
Material
Use
Voltage protection level
Antistatic plastics
Bags
1,500 V
Carbon-loaded plastic
Floor mats
7,500 V
Metallized laminate
Floor mats
5,000 V
Grounding guidelines
31
5
Removal and replacement procedures for
Customer Self-Repair parts
NOTE: The Customer Self-Repair program is not available in all locations. Installing a part not supported by
the Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer
Self-Repair is supported in your location.
Component replacement procedures
NOTE: Please read and follow the procedures described here to access and replace Customer Self-Repair
parts successfully.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Service tag on page 16 for details.
This chapter provides removal and replacement procedures for Customer Self-Repair parts.
There are as many as 12 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
Bottom cover (includes SSD therrmal pad)
848227-001
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:
32
1.
Position the computer upside down.
2.
Loosen the nine captive Torx screws (1) that secure the bottom cover to the computer.
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
3.
Lift the bottom cover off the computer (2).
Reverse this procedure to install the bottom cover.
Component replacement procedures
33
Battery
Description
Spare part number
9-cell, 90-WHr, 2.635-AHr, li-ion battery
808452-002
Before removing the battery, 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 32).
Remove the battery:
WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the
computer, a replacement battery provided by HP, or a compatible battery purchased from HP.
CAUTION: Removing a user-replaceable battery that is the sole power source for the computer can cause
loss of information. To prevent loss of information, save your work or shut down the computer through
Windows before removing the battery.
1.
Disconnect the battery cable from the system board (1).
2.
Loosen the three Phillips screws (2) that secure the battery to the computer.
3.
Remove the battery (3) from the computer.
Reverse this procedure to install the battery.
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Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
SIM card
The SIM card is installed in a slot located under the battery.
Before removing the SIM card, 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 32).
5.
Remove the battery (see Battery on page 34).
Remove the SIM card:
▲
Press the SIM card into the slot to disengage it (1), and then pull the SIM card out of the slot (2).
Reverse this procedure to install the SIM card.
Component replacement procedures
35
Memory module
Description
Spare part number
For use in models with Intel Core processors
16-GB
820571-002
8-GB
820570-002
4-GB
820569-002
For use in models with Xeon Core processors
16-GB
835886-002
8-GB
835887-002
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 a memory 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 32).
5.
Disconnect the battery (see Battery on page 34).
The computer includes two double-stacked memory module sockets. Use the following image to determine
the correct order to install memory modules. Memory installation order only matters if there are less than
four SODIMMs.
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Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Remove the memory module:
1.
Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
(The memory module tilts up.)
2.
Remove the memory module (2) by pulling the module away from the slot at an angle.
Reverse this procedure to install a memory module.
NOTE:
Memory modules are notched to prevent incorrect installation.
Component replacement procedures
37
6
Removal and replacement procedures for
Authorized Service Provider 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.
Component replacement procedures
This chapter provides removal and replacement procedures for Authorized Service Provider only parts.
There are as many as 68 screws that must be removed, replaced, and/or loosened when servicing the
computer. Make special note of each screw size and location during removal and replacement.
Display subcomponents (bezel, panel, webcam)
NOTE: Touch display assemblies are spared as whole unit assemblies only. Non-touch display assemblies
are spared at the subcomponent level and as whole unit assemblies.
This section illustrates how to remove the display bezel, display panel, and webcam module without
removing the display from the computer. The Display assembly on page 71 section illustrates removing all
display subcomponents.
Description
Spare part number
Display assembly, non-touch, UHD, UWVA, without webcam
848257-001
Display assembly, non-touch, UHD, UWVA, with webcam
848258-001
Display assembly, touch screen, FHD, UWVA, with webcam
848265-001
To remove the display assembly subcomponents, 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 display assembly subcomponents:
1.
Open the computer as far as it will open.
2.
If it is necessary to replace the display bezel:
a.
38
Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of
the display bezel until the bezel disengages from the display enclosure.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
b.
Remove the display bezel.
The display bezel is available using the following spare part numbers:
848241-001: Models without a webcam
850154-001: Models with a webcam
3.
If it is necessary to replace the display panel:
a.
Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.
Component replacement procedures
39
CAUTION: Make sure the work surface is clear of tools, screws, and any other foreign objects.
Failure to follow this caution can result in damage to the display panel.
b.
Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c.
Release the adhesive strip that secures the display panel cable connector to the rear of the
display panel, and then disconnect the display panel cable from the display panel (2).
d.
Remove the display panel from the computer (3).
The display panel is available using spare part numbers 848255-001 (SVA panel), 848256-001
(UWVA panel).
4.
If it is necessary to replace the webcam/microphone module or microphone module:
CAUTION: Handle the webcam/microphone module and microphone module with caution. These
modules have a thin profile and are susceptible to damage when not handled carefully.
40
a.
Detach the webcam/microphone module (1) from the display enclosure. (The webcam/microphone
module is attached to the display enclosure with double-sided adhesive.)
b.
Disconnect the webcam/microphone module cable (2) from the module.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
c.
Remove the webcam/microphone module (3).
The webcam/microphone module is available using spare part number 848264-001. The
microphone module is available using spare part number 854110-001.
Reverse this procedure to reassemble and install the display assembly components.
Component replacement procedures
41
Solid-state drive (M.2)
Description
Spare part number
1-TB, PCIe
848238-001
512-GB, SATA-3
922078-001
512-GB, PCIe, locked for EMEA
915234-001
512-GB, PCIe, Samsung, locked
917489-001
512-GB, self-encrypting drive (SED), OPAL2, SATA-3, TLC
922975-001
512-GB, PCIe, locked
927934-001
512-GB, Samsung, locked, for AMS region
L07371-001
256-GB, SATA-3
922077-001
256-GB, PCIe, Samsung, locked
917488-001
256-GB, self-encrypting drive (SED), OPAL2, SATA-3, TLC
929513-001
256-GB, PCIe, locked
927935-001
256-GB, Samsung, locked
913526-001
Before removing the solid-state drive, 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the solid-state drive:
42
1.
Remove the Phillips PM2.0×3.5 screw (1) that secures the solid-state drive to the system board.
2.
Remove the solid-state drive (2) by pulling the drive away from the slot at an angle.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Reverse this procedure to install the solid-state drive.
Component replacement procedures
43
WLAN module
Description
Spare part number
Intel Dual Band Wireless-AC 8260
806721-002
Intel Dual Band Wireless-AC 8260 (non-vPro)
806722-002
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
1.
Turn 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the WLAN module:
1.
Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
The WLAN antenna cable labeled “2” connects to the WLAN module “Aux” terminal labeled “2”.
2.
44
Remove the Phillips PM2.0×3.0 screw (2) that secures the WLAN module to the system board. (The
WLAN module tilts up.)
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
3.
Remove the WLAN module (3) by pulling the module away from the slot at an angle.
NOTE: WLAN modules are notched to prevent incorrect installation.
NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
Component replacement procedures
45
WWAN module
Description
Spare part number
HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module
800870-002
HP hs3110 HSPA+ Mobile Broadband Module
822828-002
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WWAN 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the WWAN module:
1.
Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
NOTE: The WWAN antenna cable labeled “5” connects to the “Main” terminal labeled “5”. The WWAN
antenna cable labeled “6” connects to the “Aux/GPS” terminal labeled “6”.
2.
Remove the Phillips PM2.0×3.25 screw (2) that secures the WWAN module to the system board. (The
WWAN module tilts up.)
3.
Remove the WWAN module (3) by pulling the module away from the slot at an angle.
NOTE: WWAN modules are notched to prevent incorrect installation.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
NOTE: If the WWAN antenna cables are not connected to the terminals on the WWAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
RTC battery
Description
Spare part number
RTC battery (includes cable and double-sided adhesive)
848234-001
Before removing the RTC battery, 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the RTC battery:
1.
Disconnect the RTC battery cable (1) from the system board.
Component replacement procedures
47
2.
Detach the RTC battery (2) from the base enclosure. (The RTC battery is attached to the base enclosure
with double-sided adhesive.)
3.
Remove the RTC battery and cable.
Reverse this procedure to install the RTC battery.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Keyboard
For use in country or region
Spare part
number
For use in country or region
Spare part number
Keyboard with backlight and pointing stick (includes keyboard cable and backlight cable:
The pointing stick cable is available in the Cable Kit using spare part number 848244-001.
For use in Belgium
848311-A41
For use in Northwest Africa
848311-FP1
For use in Brazil
848311-201
For use in Norway
848311-091
For use in Bulgaria
848311-261
For use in Portugal
848311-131
For use in Canada
848311-DB1
For use in Romania
848311-271
For use in the Czech Republic and Slovakia
848311-FL1
For use in Russia
848311-251
For use in Denmark
848311-081
For use in Saudi Arabia
848311-171
For use in France
848311-051
For use in Slovenia
848311-BA1
For use in Germany
848311-041
For use in South Korea
848311-AD1
For use in Greece
848311-151
For use in Spain
848311-071
For use in Hungary
848311-211
For use in Sweden and Finland
848311-B71
For use in Iceland
848311-DD1
For use in Switzerland
848311-BG1
For use in India
848311-D61
For use in Taiwan
848311-AB1
For use in Israel
848311-BB1
For use in Thailand
848311-281
For use in Italy
848311-061
For use in Turkey
848311-141
For use in Japan
848311-291
For use in the United Kingdom
and Singapore
848311-031
For use in Latin America
848311-161
For use in the United States
848311-001
For use in the Netherlands
848311-B31
Before removing the keyboard, 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the keyboard:
1.
Remove the two Phillips PM2.0×4.0 screws (1) that secure the keyboard to the computer.
Component replacement procedures
49
50
2.
Partially open the computer.
3.
Rest and secure the computer on its left side.
4.
Insert a thin tool into the keyboard release hole near the fan, and then press on the back of the keyboard
until the keyboard disengages from the computer.
5.
Turn the computer right-side up, with the front toward you.
6.
Open the computer as far as it will open.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
7.
Lift the rear edge of the keyboard and swing the it up and forward until it rests upside down on the
palm rest (1).
8.
Swing the rear edge of the keyboard (1) up and forward until it rests upside down on the palm rest.
9.
Release the zero insertion force (ZIF) connector (2) to which the keyboard cable is attached, and then
disconnect the keyboard cable from the system board (3).
10. Release the ZIF connector (4) to which the pointing stick cable is attached, and then disconnect the
pointing stick cable from the system board (5).
11. Remove the keyboard (6).
Reverse this procedure to install the keyboard.
Component replacement procedures
51
Speakers
Description
Spare part number
Speakers (includes cable)
848233-001
Before removing the speakers, 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the speakers:
1.
Disconnect the speaker cable (1) from the system board.
2.
Remove the three Phillips PM2.5×5.0 screws (2) that secure the speakers to the base enclosure.
3.
Remove the cable from the clips built into the chassis (3), and then remove the speakers (4).
Reverse this procedure to install the speakers.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Touchpad module
Description
Spare part number
Touchpad module
850944-001
The touchpad module cable is available in the Cable Kit using spare part number 848244-001.
Before removing the touchpad 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 32).
5.
Disconnect the battery (see Battery on page 34).
6.
Remove the left speaker (see Speakers on page 52).
Remove the touchpad module:
1.
Disconnect the touchpad cable from the system board (1).
2.
Remove the four Phillips PM2.5×3.0 screws (2) that secure the touchpad module to the top cover.
3.
Pull touchpad out from under lip near the system board (3).
4.
Remove the touchpad module (4) and cable
Reverse this procedure to install the touchpad module.
Component replacement procedures
53
LED board
Description
Spare part number
LED board
848246-001
Before removing the LED board, 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the LED board:
1.
Disconnect the LED board from the system board (1).
2.
Lift to release the LED board cable from the adhesive that secures it to the computer (2).
3.
Remove the Phillips PM2.5×3.0 screw (3) that secures the LED board to the computer.
4.
Remove the LED board and cable from the computer (4).
5.
Remove the LED board
Reverse this procedure to install the LED board.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Fans
Description
Spare part number
Fan for use over the processor
848251-001
Fan for use over the graphics card
848252-001
Before removing the fan, 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 32).
5.
Disconnect the battery (see Battery on page 34).
6.
Remove the heat sink (see Heat sink assembly on page 62).
Remove the fans:
1.
2.
To remove the graphics board fan (left in following image):
a.
Remove the display cable from the clips in the fan (1).
b.
Disconnect the fan cable from the system board (3).
c.
Loosen the two captive Phillips screws that secure the fan to the computer (4).
d.
Remove the fan assembly (5).
To remove the graphics board fan (right in following image):
Component replacement procedures
55
a.
Remove the antenna cable from the clips in the fan (2).
b.
Disconnect the fan cable from the system board (3).
c.
Loosen the two captive Phillips screws that secure the fan to the computer (4).
d.
Remove the fan assembly (5).
Reverse this procedure to install the fan.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Smart card reader
Description
Spare part number
Smart card reader (includes cable)
848245-001
The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.
Before removing the smart card reader, 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the smart card reader:
1.
Release the ZIF connector (1) to which the smart card reader cable is attached, and then disconnect the
smart card reader cable from the system board.
2.
Loosen the four captive Phillips screws (2) that secure the smart card reader to the base enclosure.
3.
Remove the smart card reader (3).
Reverse this procedure to install the smart card reader and cable.
Component replacement procedures
57
Hard drive
NOTE: The hard drive spare part kit does not include the hard drive bracket or screws. These components
are included in the Hard Drive Hardware Kit, spare part number 848231-001.
Description
Spare part number
Hard drive
1-TB, 5400-rpm, hybrid 8 GB
924036-853
1-TB, 5400-rpm,
762990-003
500-GB, 5400-rpm, hybrid 8 GB
732000-003
500-GB, 7200-rpm
703267-003
500-GB, 5400-rpm, FIPS
820572-003
500-GB, 7200-rpm, self-encrypting
820573-003
Solid–state drive
1-TB, SATA, TLC
929512-001
256-GB, SATA, TLC
848239-001
Before removing the hard drive, 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 32).
5.
Disconnect the battery (see Battery on page 34).
6.
Remove the smart card reader (see Smart card reader on page 57).
Remove the hard drive:
1.
58
Disconnect the hard drive cable from the system board (1).
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
2.
Lift the hard drive (2).
3.
If it is necessary to disassemble the hard drive, perform the following steps:
a.
Remove the four Phillips PM3.0×3.0 screws (1) that secure the hard drive bracket to the hard drive.
b.
Remove the hard drive bracket from the hard drive (2).
c.
Remove the hard drive connector and cable from the hard drive (3).
The hard drive bracket and screws are available in the Hard Drive Hardware Kit, spare part number
848231-001.
Reverse this procedure to install the hard drive.
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59
Fingerprint reader board
Description
Spare part number
Fingerprint reader board (includes bracket, cable, and double-sided adhesive)
850151-001
The fingerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.
Before removing the fingerprint reader board, 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 32).
5.
Disconnect the battery (see Battery on page 34).
6.
Remove the solid-state drive (see Solid-state drive (M.2) on page 42).
7.
Remove the smart card reader (see Smart card reader on page 57).
8.
Remove the hard drive (see Hard drive on page 58).
Remove the fingerprint reader board:
1.
Turn the top cover upside down with the front toward you.
2.
Remove the Phillips PM2.0×2.0 screw (1) that secures the fingerprint reader board and bracket to the
top cover.
3.
Lift the fingerprint reader board bracket off the fingerprint reader board (2).
The fingerprint reader board bracket is available in the Bracket Kit, spare part number 848232-001.
4.
60
Detach the fingerprint reader board cable (3) from the system board .
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
5.
The fingerprint reader board cable is attached to the top cover with double-sided adhesive. Use a tool to
pry the fingerprint reader board up (4), and then remove the board and cable.
Reverse this procedure to install the fingerprint reader board.
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61
Heat sink assembly
NOTE: Only remove the heat sink from the system board if its removal is required to remove other
components. It is preferred to leave the heat sink connected to the system board when possible to preserve
the thermal materials used between the heat sink and system board. Removal of the heat sink requires
reapplication of this thermal material.
NOTE:
The heat sink assembly spare part kit includes replacement thermal material.
Description
Spare part number
Heat sink for use only in models with Nvidia Quadro graphics boards
850148-001
Heat sink for use only in models with the AMD FirePro graphics board
850149-001
Heat sink for use only in models with UMA graphics memory
850150-001
Before removing the heat sink 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the heat sink assembly:
1.
62
On models with discrete graphics memory:
a.
Following the (1) through (4) sequence stamped into the processor heat sink, loosen the four
Phillips captive screws that secure the processor heat sink to the system board.
b.
Following the (5) through (8) sequence stamped into the graphics board heat sink, loosen the four
Phillips captive screws that secure the graphics board heat sink to the system board.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
c.
Remove the fan/heat sink assembly (9).
NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink
assembly and the system board components, it may be necessary to move the heat sink assembly
from side to side to detach it.
2.
On models with UMA graphics memory:
a.
Following the (1) through (4) sequence stamped into the processor heat sink, loosen the four
Phillips captive screws that secure the processor heat sink to the system board.
Component replacement procedures
63
b.
Remove the fan/heat sink assembly (5).
NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink
assembly and the system board components, it may be necessary to move the heat sink assembly
from side to side to detach it.
NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink assembly and
the system board components each time the fan/heat sink assembly is removed. Replacement thermal
material is included with the fan/heat sink assembly, processor, and system board spare part kits.
●
64
On models with discrete graphics memory, thermal pads are used on the processor (1) and the graphics
board (3) and the heat sink sections (2) and (4) that service them
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
●
On models with UMA graphics memory, thermal pads are used on the processor (1) and the heat sink
section (2) that services it
Reverse this procedure to install the heat sink assembly.
Component replacement procedures
65
Graphics board
NOTE:
The graphics board spare part kit includes replacement thermal material.
Description
Spare part number
NVIDIA Quadro M1000M graphics board
848261-001
NVIDIA Quadro M2000M graphics board
848262-001
NVIDIA Quadro M600M graphics board
910536-001
AMD FirePro W5170M graphics board
848263-001
Before removing the graphics board, 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 32).
5.
Disconnect the battery (see Battery on page 34).
6.
Remove the heat sink (see Heat sink assembly on page 62).
Remove the graphics board:
1.
Remove the two Torx T8M3.0×5.5 screws (1) that secure the graphics board to the system board.
2.
Lift the edge of graphics board upward until it sits at an angle (2), and then remove the board from the
socket (3).
Reverse this procedure to install the graphics board.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
System board
NOTE: The system board spare part kit includes battery connector bracket and replacement
thermal material.
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Description
Spare part number
System board equipped with an Intel Core i7-6820HQ processor
848221-xxx
System board equipped with an Intel Core i7-6700HQ processor
848219-xxx
System board equipped with an Intel Core i7-6440HQ processor
848217-xxx
System board equipped with an Intel Core i5-6300HQ processor
922974-xxx
System board equipped with an Intel Xeon E3-1545M processor
848225-xxx
System board equipped with an Intel Xeon E3-1505M processor
848223-xxx
Before removing the system board, 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 32).
5.
Disconnect the battery (see Battery on page 34).
6.
Remove the hard drive (see Hard drive on page 58).
7.
Remove the keyboard (see Keyboard on page 49).
8.
Remove the fans (see Fans on page 55).
9.
Remove the smart card reader (see Smart card reader on page 57).
NOTE: When replacing the system board, be sure that the following components are removed from the
defective system board and installed on the replacement system board:
●
Solid-state drive (see Solid-state drive (M.2) on page 42)
●
WLAN module (see WLAN module on page 44)
●
WWAN module (see WWAN module on page 46)
●
Memory modules (see Memory module on page 36)
●
Graphics board (see Graphics board on page 66)
Remove the system board:
Component replacement procedures
67
1.
Remove the two Phillips PM2.0×3.0 screws from the bracket atop the display connector (1), and then
remove the bracket (2).
2.
Disconnect the display cable (3).
3.
Disconnect the remaining cables from the system board:
(4) Fingerprint reader cable
(5) Touchpad cable
(6) RTC battery cable
(7) Speaker cable
(8) LED board cable
4.
68
Remove the two Phillips PM2.5×7.0 screws (1) from the VGA bracket, and then remove the bracket (2).
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
5.
Remove the three Phillips PM2.5×7.0 screws (3) from the USB-C bracket, and then remove the bracket
(4).
6.
Remove the four Phillips PM2.5×5.0 screws (1) that secure the system board to the computer.
7.
Lift up on the left side of the system board (2) until it rests at an angle.
8.
Remove the system board (3) by sliding it up and to the left.
Reverse this procedure to install the system board.
Component replacement procedures
69
Buttons
Before removing the buttons, 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 32).
5.
Disconnect the battery (see Battery on page 34).
6.
Remove the hard drive (see Hard drive on page 58).
7.
Remove the keyboard (see Keyboard on page 49).
8.
Remove the fans (see Fans on page 55).
9.
Remove the smart card reader (see Smart card reader on page 57).
10. Remove the system board (see System board on page 67).
Remove the buttons:
1.
Remove the Phillips PM2.5×2.5 screw (1) that secures each button to the base enclosure.
2.
Remove the buttons from the computer (2).
3.
Remove the buttons
Reverse this procedure to install the buttons.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Display assembly
NOTE: Touch display assemblies are spared as a whole unit assemblies only. Non-touch display assemblies
are spared at the subcomponent level and as whole units.
To remove the display assembly and non-touch display subcomponents, 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 32).
5.
Disconnect the battery (see Battery on page 34).
Remove the display assembly:
1.
Close the computer.
2.
Position the computer upside down.
3.
Remove the antenna cables from the clips in the graphics card fan (1) and disconnect the antenna cables
from the WLAN module (2).
4.
Remove the two Phillips PM2.0×3.0 screws (3) that secure bracket atop the display panel cable on the
system board.
5.
Remove the display panel cable bracket (4).
The display panel cable bracket is included in the Bracket Kit, spare part number 848232-001.
6.
Remove the display cable from the side of the processor fan and disconnect the cable (5) from the
system board.
7.
Open the computer with the display at a 90 degree angle as shown in the following image.
8.
Remove the six Torx T8M2.0×3.0 screws (1) that secure the hinge cover to the computer.
Component replacement procedures
71
9.
Remove the hinge cover (2).
10. Separate the display from the computer (3).
11. If it is necessary to replace the display assembly subcomponents:
a.
72
Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of
the display bezel until the bezel disengages from the display enclosure.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
b.
Remove the display bezel.
The display bezel is available using the following spare part numbers:
848241-001: Models without a webcam
850154-001: Models with a webcam
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
12. If it is necessary to replace the display panel:
a.
Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
Component replacement procedures
73
CAUTION: Before turning the display panel upside down, make sure the work surface is clear of
tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to
the display panel.
74
b.
Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c.
Release the adhesive strip that secures the display panel cable connector to the rear of the
display panel, and then disconnect the display panel cable from the display panel (2).
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
d.
Remove the display panel from the display enclosure (3).
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
e.
Remove the display panel.
The display panel is available using spare part numbers 848255-001 (SVA panel), 848256-001
(UWVA panel).
13. If it is necessary to replace the webcam/microphone module or microphone module:
CAUTION: Handle the webcam/microphone module and microphone module with caution. These
modules have a thin profile and are susceptible to damage when not handled carefully.
a.
Detach the webcam/microphone module (1) from the display enclosure. (The webcam/microphone
module is attached to the display enclosure with adhesive.)
b.
Disconnect the cable (2) from the webcam/microphone module.
Component replacement procedures
75
c.
Remove the webcam/microphone module (3) from the display enclosure.
d.
Remove the webcam/microphone module.
The webcam/microphone module is available using spare part number 848264-001. The
microphone module is available using spare part number 854110-001.
14. If it is necessary to replace the display hinges:
a.
Remove the display cable from the left hinge (1).
b.
Remove the antenna cables from the right hinge (2).
c.
Remove the eight Phillips PM2.5×2.5 screws, and then remove the display hinges from the
enclosure (3).
The display hinges are available using spare part number 848242-001 and include the left and
right hinges.
15. If it is necessary to replace the display/webcam cable:
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
a.
Remove the cable from under the tape on the left side of the display enclosure (1).
b.
Remove the display/webcam cable from the enclosure (2).
The display/webcam cable is available using spare part number 848253-001.
16. If it is necessary to replace the WLAN antennas, release the WLAN antenna cables from the routing
channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
The WLAN antennas are available using spare part number 848228-001
Component replacement procedures
77
17. If it is necessary to replace the WWAN antennas, release the WWAN antenna cables from the routing
channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
The WWAN antennas are available using spare part number 848229-001
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
Lock bracket
Before removing the lock bracket, 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 32).
5.
Disconnect the battery (see Battery on page 34).
6.
Disconnect the display assembly (see Display assembly on page 71).
Remove the lock bracket:
1.
Remove the Phillips PM2.5×5.0 screw (1) that secures the lock bracket to the base enclosure.
2.
Remove the bracket (2).
Reverse this procedure to install the lock bracket.
Component replacement procedures
79
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.
80
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/km/saw/
home.do
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/
content/www/us/en/homepage.html
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and 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 82
5. Remove or uninstall recently
added hardware, software
on page 85
8. Hard reset on page 94
Verify solution
on page 98
2. Examine the environment
on page 84
3. Perform a visual inspection
of hardware on page 85
4. Update BIOS and drivers
on page 85
6. HP Hardware Diagnostics and
Tools on page 86
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 90
9. Soft reset (Default Settings)
on page 95
10. Reseat cables and connections
on page 95
11. Test with minimum configuration
on page 96
12. Test with verified working
configuration (hardware and/or operating
system) on page 97
Resources
81
Table 7-1 Troubleshooting methodology and general troubleshooting steps (continued)
13. Replace the system board on page 97
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 100.
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, storage device, 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 85 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.
4.
82
Display
Chapter 7 Troubleshooting guide
5.
I/O devices (Input/Output)
6.
Storage
7.
Mechanical
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 storage device
under (6) Storage. Therefore, failures that share similar symptoms are noted..
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
occurs, and the most likely location in the failure tree (Table 7-3 Failure classification by boot-up sequence
on page 83 and Table 7-4 Failure classification by hardware devices and mechanical on page 84). 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 100
1.
1.
Intermittent shutdown on page 110a
2.
Intermittent power-on, shutdown,
reboot on page 102a
No video (with power)
on page 106
2.
2.
Blinking lights on page 107
Blue screen (BSOD) error on page 135b
AC adapter issue on page 103
3.
Freeze at Windows Logo (hang/lockup)
on page 113
4.
Battery not recognized, not charging
on page 104
Diagnostics error messages
on page 108
3.
3.
4.
BIOS password on page 109
4.
Electromagnetic Interference (EMI)
on page 114
5.
No wake up on page 114
6.
Unresponsive on page 116
7.
Slow performance on page 116c
8.
HP Smart Adapter warning message
on page 117
9.
Incorrect time and date on page 117
5.
Battery discharges too fast
on page 105
6.
Burnt smell on page 106
a,b,c
similar symptoms
General troubleshooting steps
83
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 118
1.
Keyboard on page 124
1.
1.
2.
Dead pixel on page 120
Keyboard point stick
on page 125
Fan error message - 90B
on page 137
2.
Hard drive/solid-state
drive not recognized
on page 134
2.
2.
No boot to operating
system (no read/write
error) on page 134
Noise (sound)
on page 138
3.
Fan runs constantly
on page 139
3.
Read-write error
on page 135
4.
HP Thermal Monitor
on page 89
4.
Slow performance
on page 116c
5.
Stuck power button
on page 140
5.
Blue screen (BSOD) error
on page 135b
6.
Noisy hard drive
on page 136
3.
4.
No video (internal)
on page 120d
3.
No video (external)
on page 121d
4.
TouchPad on page 126
5.
Network Connectivity
Ethernet (RJ-45 jack)
on page 126
5.
DisplayPort/VGA
on page 121
6.
HDMI on page 121
7.
No or bad external video
via docking on page 122
8.
Incorrect or missing color/
distorted image
on page 122
9.
Touch screen
on page 123
Keyboard backlight
on page 125
6.
Network connectivity
wireless (WLAN)
on page 127
7.
WWAN on page 128
8.
USB on page 129
9.
Smart card reader
on page 130
10. Speaker, headphone audio issues on page 131
11. Thunderbolt (TB)
on page 132
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:
84
●
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.
General troubleshooting steps
85
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 storage device diagnostics only), or within new storage
devices themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based
version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the HP PC Diagnostics 3-in-1 USB Key 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.
86
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
87
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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Chapter 7 Troubleshooting guide
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, storage device, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can 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
89
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 storage device light
Blinking white: The storage device is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the storage device.
Rear AC adapter light
White: The computer is connected to external power.
Off: The computer is not connected to external power.
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Chapter 7 Troubleshooting guide
Interpreting system validation diagnostic front panel LEDs and audible codes
During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
●
AC adapter
●
System board power
●
Processor failure
●
BIOS corruption
●
Memory failure
●
Graphics failure
●
System board failure
●
BIOS authentication failure
If an error is detected, specific patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
●
Major – the category of the error
●
Minor – the specific error within the category
NOTE:
Single beep/blink codes are not used.
Number of long beeps/blinks
Error category
1
Not used
2
BIOS
3
Hardware
4
Thermal
5
System board
Patterns of blink/beep codes are determined by using the following parameters:
●
1 second pause occurs after the last major blink.
●
2 second pause occurs after the last minor blink.
●
Beep error code sequences occur for the first 5 iterations of the pattern and then stop.
●
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE:
Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘2.3’ indicates 2 long red blinks and 3 short white blinks to
communicate the processor is not detected. CAP/NUM Blink = 2 indicates CAP/NUM will blink 2 cycles, each
cycle has one 2.3 sequence.
General troubleshooting steps
91
Component
tested
Major/
minor
code
BIOS
Hardware
System board
Caps
Lock/Num
Lock LED
Error condition
Action
2.2
The main area (DXE) of BIOS has
become corrupted and there is no
recovery binary image available
CAP/NUM Blink
=2
Contact service for system board replacement.
2.3
The embedded controller policy
requires the user to enter a key
sequence (SureStart 2.0)
CAP/NUM Blink
=8
Perform SureStart manual recovery if boot
block: Up Arrow + Down Arrow + ESC.
2.4
The embedded controller is
recovering the boot block or DXE.
3.2
The embedded controller has timed
out waiting for BIOS to return from
memory initialization
CAP/NUM Blink
=3
Reseat the memory modules. If the issue
persists, try replacing the memory modules.
Possible RAM or system board failure.
3.3
The embedded controller has timed
out waiting for BIOS to return from
graphics initialization
CAP/NUM Blink
=4
If the system has an MXM module, try a
different MXM module. Otherwise, the board
most likely needs to be replaced.
3.4
The system board displays a power
failure (crowbar)
CAP/NUM Blink
=5
Check power cable connections, or verify that
any external power adapter has sufficient
capacity for system.
5.2
The embedded controller cannot find
valid firmware
CAP/NUM Blink
= 7 (2 BB
failure)
Battery LED
Blinking = 1 Hz
(3 B failure)
Contact service for system board replacement.
5.3
The embedded controller has timed
out waiting for the BIOS
CAP/NUM Blink
=1
Contact service for system board replacement.
Battery LED
White and
Amber
blinking
Wait for DXE recovery to complete.
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 7-5 System diagnostics failure codes and user actions
92
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.
Chapter 7 Troubleshooting guide
Table 7-5 System diagnostics failure codes and user actions (continued)
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 storage device and repeat the test. The
drive may have failed.
Boot Device Manager
Boot device not found
3F0
Reset BIOS. Then reseat the storage device and repeat the test.
BIOS Recovery
BIOS Recovery Occurred
500
This message indicates that BIOS recovery was completed
successfully. No further action is required.
BIOS Application
BIOS Application Error
501
The BIOS installation may have become corrupted. Download the
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further
assistance.
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.
●
Troubleshooting lights 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
General troubleshooting steps
93
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
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.
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Chapter 7 Troubleshooting guide
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.
4.
Unplug the AC adapter from the computer.
5.
Press and hold the power button for at least 15 seconds to drain residual power.
6.
Plug the AC adapter back into the computer, but do not connect any of the peripheral devices.
7.
Press the power button to turn on the computer.
8.
If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the
Enter key.
9.
After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to
update all device drivers.
Clear CMOS
CMOS refers to the battery-powered, semiconductor chip located on computer's system board. Notebooks
store low-level settings like the system time and hardware settings in CMOS. Sometimes it is necessary to
clear CMOS, which requires removing and reinserting the 3V RTC battery for a short period of time (a few
minutes before reinserting), in addition to removing the AC adapter and battery.
NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to
clear CMOS if the computer is working properly.
The notebook service door must be removed to access the CMOS battery. See the RTC battery replacement
section for the battery removal/replacement.
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 153 and Connector types on page 154 for suggested cable
management practices when removing and installing components.
General troubleshooting steps
95
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and
replacement procedures for Customer Self-Repair parts” chapter for details). Examples of reseating hardware
include:
●
Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
●
Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
●
Reseating the storage device can resolve a POST error 3F0 (no boot device) issue (see POST Error
Messages and User Actions on page 144).
●
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 144).
●
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:
96
●
System board
●
AC adapter (unplug nonremovable battery or remove battery)
Chapter 7 Troubleshooting guide
●
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
●
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 89 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 85, 7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 90, 8. Hard reset on page 94, and 9. Soft reset (Default Settings)
on page 95, and/or 10. Reseat cables and connections on page 95 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 81 for
appropriate troubleshooting steps.
General troubleshooting steps
97
IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all
other troubleshooting options.
NOTE: Determine whether a previous service case might be related to the current problem. For example, a
fan detection issue may be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3V coin-cell battery), the computer automatically reboots. This is a useful
feature when the power connector cable (between external AC adapter and system board) is defective.
NOTE:
Most of the time, 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 81), follow the helpful hints below before running diagnostics and troubleshooting.
At startup
TIP: If you have installed an operating system other than the factory-installed operating system, go to
http://http://www.hp.com/go/quickspecs and verify that it is supported on your system.
98
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.
Chapter 7 Troubleshooting guide
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.
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.
Helpful Hints
99
Consulting with HP Service
If further HP support is required, a lot of the following information may be requested when you call, so it may
be helpful to take notes.
●
Technical support registration number (if applicable)
●
Product serial number
●
Product model name and number
●
Product 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 82 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, storage device, 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 84).
Perform a hard reset (8. Hard reset on page 94).
100 Chapter 7 Troubleshooting guide
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.
NOTE: Refer to battery replacement section
for removing/replacing the battery
●
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.
●
Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 90). 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 90). 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 90)
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)
Common issues and possible solutions 101
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 93.
2.
Verify all connections and reseat parts (10. Reseat cables and connections
on page 95).
Verify system board
Tips and tricks
1.
Test essential hardware configuration (11. Test with minimum configuration
on page 96, 12. Test with verified working configuration (hardware and/or
operating system) on page 97, 13. Replace the system board on page 97) by
removing nonessential parts.
2.
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 100).
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.
102 Chapter 7 Troubleshooting guide
Follow actions in No Power on page 100.
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 96)
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.
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 84).
●
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 94).
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 117 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 90). 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
Common issues and possible solutions 103
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
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 94)
2.
Soft reset (9. Soft reset (Default Settings) on page 95)
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 86)
●
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 88)
104 Chapter 7 Troubleshooting guide
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.
Tips and tricks
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
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
Common issues and possible solutions 105
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
●
Drive light blinking and hard drive
noise
Possible causes
Failed display
Failed critical components (memory, storage device, system board)
Loose connection
Recently added hardware
NOTE:
Assume the computer has not previously been set up for multiple displays.
Troubleshooting steps
Quick check
106 Chapter 7 Troubleshooting guide
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 94) and verify that HP Logo is presented
correctly on display screen when pressing F10.
4.
Test with external monitor via VGA port (or DisplayPort, HDMI, etc). Press power button
and close the computer lid to force video output to external video. If unsuccessful,
contact HP service.
5.
If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers
on page 85) and perform soft reset (9. Soft reset (Default Settings) on page 95) 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 storage device, memory.
5.
Test with minimum configuration (11. Test with minimum configuration on page 96) by
removing storage device 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 118 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
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 90) for corrective actions.
3.
If internal hardware components (memory, storage device, etc.) have been recently
added, a component may not be connected properly. Remove and reseat new
components (10. Reseat cables and connections on page 95) one at a time.
Since the display may not be functional, lights are used to indicate an error.
Common issues and possible solutions 107
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
108 Chapter 7 Troubleshooting guide
1.
See 7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages on page 90 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 95)
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.
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.
Common issues and possible solutions 109
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 85)
2.
Perform hard reset (8. Hard reset on page 94)
3.
Perform soft reset (9. Soft reset (Default Settings) on page 95)
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 86)
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 86) and verify that thermal sensors are within
limits after thermal condition is serviced.
Hardware related issue
1.
110 Chapter 7 Troubleshooting guide
Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty
parts (bulging/leaking capacitor).
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 (storage device, memory).
Hardware malfunctioning due to overheating (GPU, processor).
Defective hardware (memory, storage device).
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 135.
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 94) after disconnecting all external peripherals.
3.
Reset BIOS to default (9. Soft reset (Default Settings) on page 95) to prevent booting to another device.
4.
Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 86) to isolate major faulty
hardware issues.
Common issues and possible solutions 111
●
HP PC Hardware Diagnostics (UEFI) tool to test storage device, 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 86.
5.
Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software
on page 85). For example, incompatible memory or new solid-state drive storage.
6.
Reseat cables and connections (10. Reseat cables and connections on page 95). Pay attention to proper
installation of memory and storage device.
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 85) 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 146.
e.
Boot to safe mode (11. Test with minimum configuration on page 96) to troubleshoot issues.
If you cannot start Windows:
a.
Boot to safe mode. (11. Test with minimum configuration on page 96)
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 147.
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 96)
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.
112 Chapter 7 Troubleshooting guide
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
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).
Common issues and possible solutions 113
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 94).
2.
Perform soft reset (9. Soft reset (Default Settings) on page 95).
3.
Update BIOS and drivers (4. Update BIOS and drivers on page 85).
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 86)
to isolate hardware issue.
5.
Undo recent changes in Windows (5. Remove or uninstall recently added
hardware, software on page 85).
6.
Reseat cables and connections (10. Reseat cables and connections
on page 95).
7.
Start Windows in safe mode (11. Test with minimum configuration
on page 96).
8.
Use Startup Repair Windows to fix Windows damaged files.
9.
Test with essential hardware configuration (11. Test with minimum
configuration on page 96) 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 84). 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.
No wake up
Symptoms
Possible causes
When resuming from a power
management state the computer may
display:
Power-saving mode; multiple-display setting.
114 Chapter 7 Troubleshooting guide
Troubleshooting steps
●
Blank screen
●
Some light activity
1.
Verify that front power light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 90) 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 85)
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
+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.
Common issues and possible solutions 115
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 storage device 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.
Storage device is full
1.
Transfer data from the storage device to create more space on the storage device.
Microsoft recommends at least 200 MB to sync system files.
2.
Perform disk defragmentation to consolidate fragmented data on the storage device so
it will work more efficiently.
Also see Slow performance on page 135.
Tips and tricks
See Improving System Performance (see Routine Maintenance for Performance
Improvement on page 146).
See Tips to free up drive space on your PC.
See Optimize Windows for better performance.
116 Chapter 7 Troubleshooting guide
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
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.
Common issues and possible solutions 117
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
118 Chapter 7 Troubleshooting guide
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 86), 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.
Common issues and possible solutions 119
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 152 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
120 Chapter 7 Troubleshooting guide
See section No video (with power) on page 106 for display information.
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 121.
HDMI
Symptoms
●
Display issue
●
Sound issue
Possible causes
Cable, connection, settings.
Troubleshooting steps
Quick Check
References
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 85).
2.
Update BIOS and drivers (4. Update BIOS and drivers on page 85) when sound is heard but
no video on HDTV.
HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues
Common issues and possible solutions 121
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.
122 Chapter 7 Troubleshooting guide
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)
Common issues and possible solutions 123
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
124 Chapter 7 Troubleshooting guide
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.
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.
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.
Common issues and possible solutions 125
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
126 Chapter 7 Troubleshooting guide
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.
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
●
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
Common issues and possible solutions 127
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.
128 Chapter 7 Troubleshooting guide
●
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”.
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
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 95) 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.
Common issues and possible solutions 129
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.
130 Chapter 7 Troubleshooting guide
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 + F8/F9. 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 + F8/F9. 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 + F8/F9. 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.
Check for possible interference devices nearby that may impact the audio (cell phone or
portable communications handset.)
Common issues and possible solutions 131
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.
132 Chapter 7 Troubleshooting guide
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 storage device using BIOS, Diagnostics built in the shipping image, or an external USB
(http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?
jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt).
●
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
storage device.
●
If all of the tests pass, the storage device is not damaged. As a rule, HP will not replace a storage device
under warranty that does not fail the HP Hard Drive Self-Test.
●
If there is no physical problem with the storage device (or memory), then try reinstalling the Windows
operating system to troubleshoot the problem.
Common issues and possible solutions 133
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 94).
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 storage device, 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
134 Chapter 7 Troubleshooting guide
3.
Verify storage device 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 storage
device replaced.
5.
If there is no error, reinstall the operating system using HP Restore.
6.
Test with a verified working operating system storage device, if available.
If there is a drive POST error message, see POST Error Messages and User Actions
on page 144.
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 94).
2.
Reset BIOS to default (9. Soft reset (Default Settings) on page 95).
3.
Verify drive connection and flex cable. Reseat connection (10. Reseat cables and
connections on page 95).
4.
Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the
storage device replaced.
5.
If no error with HP PC Hardware Diagnostics (UEFI) tool, try to repair the storage device
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 storage device. If it is not recognized, the system board is
faulty.
If there is a drive POST error message, see POST Error Messages and User Actions
on page 144.
Slow performance
Symptoms
Possible causes
Slow performance even when
performing small read/write
operations
Operating system files, storage device is full.
Troubleshooting steps
1.
Transfer data from the storage device to create more space. Microsoft recommends at
least 200 MB to sync system files.
2.
Perform disk defragmentation to consolidate fragmented data on the storage device 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 146).
Blue screen (BSOD) error
Faulty storage device 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 146 for detailed troubleshooting steps.
Common issues and possible solutions 135
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 than 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 146).
136 Chapter 7 Troubleshooting guide
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 85) 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 94). 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 86). 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.
Common issues and possible solutions 137
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 139.
Noisy hard drive
Determine whether the noise comes from the hard drive.
See Noisy hard drive on page 136.
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 118.
The section below is intended for authorized service providers/technicians.
138 Chapter 7 Troubleshooting guide
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.
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 85) 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 94). 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 86). 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 89) 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:
●
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.
Common issues and possible solutions 139
Thermal shutdown (hot)
Symptoms
Possible causes
Similar to fan runs constantly issue
(Fan runs constantly on page 139)
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 85) 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 94). 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 86). 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 94).
2.
Perform a soft reset if system can turn on.
The sections below are intended for authorized service providers/technicians.
140 Chapter 7 Troubleshooting guide
1.
Disassemble the unit.
2.
Inspect power button on the top cover and on the system board to make sure these
buttons move freely.
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
Additional information 141
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 7-6 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 81.
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
storage device directory and performing a reboot. If this error reoccurs, refer to General troubleshooting
steps on page 81.
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.
142 Chapter 7 Troubleshooting guide
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.
Additional information 143
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 storage device and repeat the test.
The hard disk drive may have failed. Contact support for assistance.
Startup test
Hard Disk 2 SMART
302
The storage device may have failed. Contact support for assistance.
Startup test
Hard Disk 1 Quick
303
The storage device may have failed. Contact support for assistance.
Startup test
Hard Disk 2 Quick
304
The storage device 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 storage device and repeat the test.
The storage device may have failed. Contact support for assistance.
Run-in test
Hard Disk 2 SMART
302
The storage device may have failed. Contact support for assistance.
Run-in test
Hard Disk 1 Quick
303
The storage device may have failed. Contact support for assistance.
Run-in test
Hard Disk 2 Quick
304
The storage device may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 1 SMART
301
Attempt to reseat the storage device and repeat the test.
The storage device may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 SMART
302
The storage device may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 1 Quick
303
The storage device may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 Quick
304
The storage device may have failed. Contact support for assistance.
144 Chapter 7 Troubleshooting guide
Hard Disk Test
Hard Disk 1 Full
305
The storage device may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 Full
306
The storage device may have failed. Contact support for assistance.
Boot Device
Manager
Boot device not found
3F0
Indicates a potential problem with the storage device. 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 storage device. Run the hard drive
test.
See Testing a Hard Disk using the Built in Self Test for more information.
Boot Device
Manager
Hard Disk 2 Error
3F2
Indicates a potential problem with the storage device. 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 SMART
301
Indicates a potential problem with the storage device. Run the hard drive
test.
See Testing a Hard Disk using the Built in Self Test for more information.
Boot Device
Manager
Hard Disk 2 SMART
302
Indicates a potential problem with the storage device. Run the hard drive
test.
See Testing a Hard Disk using the Built in Self Test for more information.
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 85 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.
Additional information 145
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).
146 Chapter 7 Troubleshooting guide
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 storage devices 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.
Additional information 147
Windows Software Development Kit (SDK)
1.
Download the SDK from the following link:
https://dev.windows.com/en-US/downloads/windows-10-sdk
2.
Set up the SDK in the configuration window (Windows 10 shown).
3.
Select features to install.
148 Chapter 7 Troubleshooting guide
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.
Additional information 149
6.
Open the crash dump file.
150 Chapter 7 Troubleshooting guide
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.
Additional information 151
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 7-7 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.
152 Chapter 7 Troubleshooting guide
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.
Additional information 153
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.
154 Chapter 7 Troubleshooting guide
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 153.
Additional information 155
8
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.
156 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7
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 156.
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.
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.
Using Computer Setup 157
1.
Start Computer Setup. See Starting Computer Setup on page 156.
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 158.
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.
Make the selection for updates.
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 storage device.
b.
Follow the on-screen instructions to download your selection to the storage device.
Make a note of the path to the location on your storage device 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.
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 storage device designation. The storage device designation is typically Local Disk (C:).
3.
Using the storage device 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.
158 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file
from your storage device.
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 156.
2.
Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
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.
TPM BIOS settings (select products only) 159
9
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.
160 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10
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 storage device 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 156.
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 161
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 156.
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 162.
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 storage device.
b.
Follow the on-screen instructions to download your selection to the storage device.
Make a note of the path to the location on your storage device where the BIOS update is
downloaded. You will need to access this path when you are ready to install the update.
162 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10
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 storage device designation. The storage device designation is typically Local Disk (C:).
3.
Using the storage device 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 storage device.
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 156.
2.
Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
TPM BIOS settings (select products only) 163
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.
164 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10
10 Using 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 code is generated. This ID code 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, and quickly press esc.
2.
Press 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 165.
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.
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.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 165
3.
Use the categories listed to find your product.
– 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.
166 Chapter 10 Using HP PC Hardware Diagnostics (UEFI)
11 Backup and recovery in 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 storage device 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 167.
2.
Use Windows Backup and Recovery tools to perform the following:
●
Back up individual files and folders
●
Back up your entire storage device (select products only)
●
Create system repair discs (select products only) with the installed optical drive (select products
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 168.
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
Creating recovery media and backups 167
applications if the storage device 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 products 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 storage device, 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.
168 Chapter 11 Backup and recovery in Windows 7
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 products only),
or create system repair media (select products 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 products only): You can use the f11 recovery tools to recover your original
storage device 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 products 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 170.
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 products 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 storage device. 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.
Performing a system recovery 169
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 170.
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 products only)
CAUTION: Using f11 completely erases storage device contents and reformats the storage device. 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 storage device 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 170.
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
products 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 storage device contents and
reformats the storage device. 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:
170 Chapter 11 Backup and recovery in Windows 7
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.
Performing a system recovery 171
12 Backup and recovery in 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 storage device is corrupted or has been replaced. For
information on creating recovery media, see Creating HP Recovery media (select products only)
on page 172. For information on the recovery options that are available using the recovery media, see
Using Windows tools on page 173.
●
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 174.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
Creating HP Recovery media (select products only)
●
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.
You can use Windows tools to create system restore points and create backups of personal information,
see Using Windows tools on page 173.
●
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 storage device becomes corrupted. System recovery reinstalls
the original operating system and software programs that were installed at the factory and then
172 Chapter 12 Backup and recovery in Windows 10
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 storage device.
–
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 174.
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.
Restore and recovery
There are several options for recovering your system. Choose the method that best matches your situation
and level of expertise:
Using Windows tools 173
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 174. If you have not already
created recovery media, see Creating HP Recovery media (select products only) on page 172.
●
On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the storage device, you can use the Factory Reset option of HP Recovery media. For more
information, see Recovering using HP Recovery Manager on page 174.
●
On select products, if you want to remove the recovery partition to reclaim storage device space, HP
Recovery Manager offers the Remove Recovery Partition option.
For more information, see Removing the HP Recovery partition (select products only) on page 176.
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 172.
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 storage device fails. If you have not already created
recovery media, see Creating HP Recovery media (select products only) on page 172.
●
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 172.
●
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
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:
174 Chapter 12 Backup and recovery in Windows 10
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
storage device 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 storage device 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 storage device 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 175.
3.
Follow the on-screen instructions.
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:
Restore and recovery 175
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.
Removing the HP Recovery partition (select products only)
HP Recovery Manager software allows you to remove the HP Recovery partition to free up storage device
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 172.
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.
176 Chapter 12 Backup and recovery in Windows 10
13 Specifications
Computer specifications
Metric
U.S.
Width
38.6 cm
15.2 in
Depth
26.4 cm
10.4 in
Height (front)
2.6 cm
1.0
Weight (computer equipped with the lightest panel, Core i5
processor, discrete graphics, (1) 8-GB SODIMM, SATA SSD,
WLAN module, WWAN module, no fingerprint reader, 9-cell
battery, backlit keyboard, touchpad)
2.7 kg
5.95 lb
Dimensions
Input power
Operating voltage and current
19.5 V dc @ 7.69 A - 150 W, Slim Smart AC Adapter
Temperature
Operating
5°C to 35°C
41°F to 95°F
Nonoperating
‑20°C to 60°C
‑4°F to 140°F
Relative humidity (non-condensing)
Operating
10% to 90%
Nonoperating
5% to 95%
Maximum altitude (unpressurized)
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
NOTE: Applicable product safety standards specify thermal limits for plastic surfaces. The device operates well within this range of
temperatures.
Computer specifications 177
Hard drive specifications
1-TB*
500-GB**
Height
9.5 mm
9.5 mm
Length
100.4 mm
100.4 mm
Width
69.9 mm
69.9 mm
Weight
110 g
110 g
Interface type
SATA
SATA
Synchronous (maximum)
1.1 GB/sec
1.1 GB/sec
Security
ATA security
ATA security
Single track
1.5 ms
1.5 ms
Average (read/write)
11/13 ms
11/13 ms
Maximum
22 ms
22 ms
Logical blocks
1,953,525,168
976,773,168
Disk rotational speed
5400 rpm or 7200 rpm
5400 rpm or 7200 rpm
Dimensions
Transfer rate
Seek times (typical read, including setting)
Operating temperature
0°C to 60°C (32°F to 140°F)
*1 TB = 1 trillion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.
**1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.
NOTE:
Certain restrictions and exclusions apply. Contact technical support for details.
178 Chapter 13 Specifications
M.2 solid-state drive specifications
256-GB*
512-GB*
Height
1 mm
1 mm
Length
50.8 mm
50.8 mm
Width
28.9 mm
28.9 mm
Weight
< 10 g
< 10 g
Interface type
ATA-7
ATA-7
Sequential Read
Up to 540 MB/s
Up to 500 MB/s
Random Read
Up to 85K IOPs
Up to 84K IOPs
Sequential Write
Up to 280 MB/s
Up to 455 MB/s
Random Write
Up to 67K IOPs
Up to 59K IOPs
Ready time, Maximum (to not busy)
1.0 s
3.0 s
Logical
0.1
0.1
Total logical sectors
500,118,192
1.000.215.216
Operating
0° to 70°C (32°F to 158°F)
0° to 70°C (32°F to 158°F)
Non-operating
-55° to 90°C (-67°F to 194°F)
-40° to 85°C (-40°F to 185°F)
Dimensions
Transfer rate
Access times
Operating temperature
*1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.
NOTE:
Certain restrictions and exclusions apply. Contact technical support for details.
M.2 solid-state drive specifications 179
M.2 PCIe solid-state drive specifications
256-GB*
512-GB*
Height
1 mm
1 mm
Length
50.8 mm
50.8 mm
Width
28.9 mm
28.9 mm
Weight
< 10 g
< 10 g
Interface type
ATA-7
ATA-7
Sequential Read
Up to 2150 MB/s
Up to 2150 MB/s
Random Read
Up to 300,000 IOPs
Up to 300,000 IOPs
Sequential Write
Up to 1260 MB/s
Up to 1550 MB/s
Random Write
Up to 100,000 IOPs
Up to 100,000 IOPs
Ready time, Maximum (to not busy)
1.0 s
1.0 s
Logical
0.1
0.1
Total logical sectors
500,118,192
1,000,215,216
Operating
0° to 70°C (32°F to 158°F)
0° to 70°C (32°F to 158°F)
Non-operating
-40° to 80°C (-40°F to
176°F)
-40° to 85°C (-40°F to
185°F)
Dimensions
Transfer rate
Access times
Operating temperature
*1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.
NOTE:
Certain restrictions and exclusions apply. Contact technical support for details.
180 Chapter 13 Specifications
14 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 storage device 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.
NOTE: If your tablet has a keyboard base, connect to the keyboard base before beginning steps in this
chapter.
Current BIOS steps
1.
Follow steps (a) through (l) 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.
IMPORTANT: If the Main menu displays Restore Defaults instead of Apply Factory Defaults and
Exit, go to Legacy BIOS Steps on page 182.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
b.
Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults.
The computer will reboot.
c.
During the reboot, 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.
d.
Select the Security menu, select Restore Security Settings to Factory Defaults, and then select
Yes to restore security level defaults.
The computer will reboot.
e.
During the reboot, 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.
f.
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.
181
g.
If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities
under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox
for DriveLock password on restart. Select OK to proceed.
h.
Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
The computer will reboot.
i.
During the reboot, 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.
2.
j.
Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit,
and then select Shutdown.
k.
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.
l.
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 storage device storing the data you want to clear,
and then follow the on-screen instructions to continue.
Legacy BIOS Steps
Use the steps for older versions of BIOS.
NOTE:
1.
If you already completed the steps in Current BIOS steps on page 181, skip this section.
Follow steps (a) through (i) 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.
NOTE: If you have not already done so, access the BIOS menu.
●
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.
182 Chapter 14 Statement of memory volatility
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
2.
a.
Select Main, select Restore Defaults, and then select Yes to load defaults.
b.
Select the Security menu, select Restore Security Level Defaults, and then select Yes to restore
security level defaults.
c.
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.
d.
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.
e.
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 storage device and disable protection. At the automatic drive lock warning
screen, select Yes to continue. Repeat this procedure if more than one storage device has an
Automatic DriveLock password.
f.
Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
g.
Select the Main menu, select Save Changes and Exit, select Yes to save changes and exit, and then
select Shutdown.
h.
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.
i.
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 storage device 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.
183
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 storage device storing the data you want to clear,
and then follow the on-screen instructions to continue.
184 Chapter 14 Statement of memory volatility
Nonvolatile memory usage
Nonvolatile
Memory Type
HP Sure Start flash
(select models
only)
Amount (Size)
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
2 MBytes
No
Yes
What is the
purpose of this
memory?
Provides
protected
backup of
critical System
BIOS code, EC
firmware, and
critical PC
configuration
data for select
platforms that
support HP
Sure Start.
How is data input into this
memory?
How is this memory
write-protected?
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 188.
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.
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 usage 185
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.
186 Chapter 14 Statement of memory volatility
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 storage device. 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?
Questions and answers 187
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.
188 Chapter 14 Statement of memory volatility
15 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 all
countries 113
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
Requirements for all countries 189
Country/region
Accredited agency
Applicable note number
South Korea
EK
4
Sweden
CEMKO
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.
190 Chapter 15 Power cord set requirements
16 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.
191
Index
A
AC adapter, spare part numbers 25
Antenna Kit, WLAN
spare part number 21
Antenna Kit, WWAN
spare part number 21
audio, product description 3
audio-out (headphone)/audio-in
(microphone) combo jack,
identifying 14
B
Backup and Restore 169
backup tools 167
backups 172
creating 168
recovering 169
battery
removal 34
spare part numbers 18, 34
battery light 15
battery light, identifying 12
BIOS
determining version 157, 162
downloading an update 158,
162
updating 157, 162
Blu-ray R/RE DVD±RW SuperMulti
Double-Layer Drive
precautions 28
Blu-ray ROM DVD±RW SuperMulti
Double-Layer Drive
precautions 28
Bluetooth label 16
boot order
changing 175
bottom 16
bottom cover
removal 32
spare part number 20, 32
Bracket Kit
components 22
spare part number 22
buttons
center pointing stick 8
192 Index
center TouchPad 8
left TouchPad 8
power 10
removal 70
right pointing stick 8
right TouchPad 8
TouchPad on/off 8
volume mute 11
wireless 10
C
Cable Kit
components 22
spare part number 22
cables, service considerations 28
caps lock light, identifying 9
chipset, product description 1
components
bottom 15
display 7
front 12
left side 13
right side 14
top 8
computer
major components 17
specifications 177
Computer Setup
navigating and selecting 156,
160
restoring factory settings 157,
161
connector, power 15
connectors, service considerations
28
D
display assembly
removal 71
spare part numbers 18, 71
display bezel
removal 38, 72
spare part numbers 21, 39, 73
display panel
product description 2
removal 39, 73
spare part numbers 21
display rear cover
spare part number 21
display subcomponents
removal 38
spare part numbers 38
display/webcam cable
removal 76
Display/Webcam Cable Kit
spare part number 21
docking
product description 4
drive light 12
Driver Recovery DVD,
creating 167
using for restore 170
drives, preventing damage 28
DVD-ROM Drive
precautions 28
DVD±RW SuperMulti Double-Layer
Drive
precautions 28
E
EDP bracket
illustrated 22
electrostatic discharge 28
equipment guidelines 31
esc key, identifying 11
Ethernet, product description
external monitor port 13
3
F
f11 recovery 170
fan
removal 55
spare part number 20
spare part numbers 55
fingerprint reader
identifying 11
fingerprint reader bezel, illustrated
23
fingerprint reader board
removal 60
spare part number 19, 60
fingerprint reader board bracket
illustrated 22
removal 60
fn key, identifying 11
function keys 11
G
graphics board
removal 66
spare part numbers 18, 66
graphics, product description 1
grounding guidelines 28
guidelines
equipment 31
grounding 28
packaging 30
transporting 30
workstation 30
H
hard drive
product description 3
removal 58
spare part numbers 18, 25, 58
specifications 178
hard drive bracket
illustrated 25
removal 59
Hard Drive Hardware Kit
contents 25
spare part number 18, 25
HDMI port
identifying 14
heat sink assembly
removal 62
spare part numbers 19, 62
hinge
removal 76
spare part number 21, 76, 77
hinge cover
removal 71
HP PC Hardware Diagnostics (UEFI)
using 165
HP Recovery Disc Creator, using 167
HP Recovery Manager
correcting boot problems 175
starting 175
HP Recovery media
creating 172
recovery 175
HP Recovery partition
checking for presence 170
recovery 175
removing 176
using for recovery 170
HP Sure Start 188
I
integrated numeric keypad,
identifying 11
integrated webcam light,
identifying 7
internal microphones, identifying
legacy support, USB 156, 160
lights
battery 12, 15
caps lock 9
drive 12
microphone mute 9
num lock 9
power 9, 12
RJ-45 (network) 13
TouchPad 9
webcam 7
wireless 9, 12
lock bracket
removal 79
7
J
jacks
audio-out (headphone)/audio-in
(microphone) combo 14
network 13
RJ-45 (network) 13
K
keyboard
product description 4
removal 49
spare part numbers 18, 49
keypad
integrated numeric 11
keys
esc 11
fn 11
function 11
num lock 11
Windows key 11
L
labels
Bluetooth 16
regulatory 16
serial number 16
service 16
wireless certification 16
WLAN 16
LED board
removal 54
spare part number 18
left pointing stick button,
identifying 8
M
M.2 solid-state drive
specifications 179, 180
mass storage device
illustrated 24
precautions 28
spare part numbers 24
memory
nonvolatile 181
volatile 181
memory card reader, identifying 13
memory module
product description 2
removal 36
spare part numbers 19, 36
microphone
product description 3
microphone module
removal 40, 75
spare part number 21, 41, 76
microphone mute light, identifying
9
microphones, internal 7
minimized image recovery 175
minimized image, creating 174
model name 1
N
network jack, identifying 13
nonvolatile memory 181
num lock light 9
O
operating system, product
description 5
Index 193
optical drive
precautions 28
original system recovery 174
P
packaging guidelines 30
plastic parts, service
considerations 27
Plastics Kit
components 23
spare part number 23
pointing device, product
description 4
pointing stick 8
pointing stick cable
illustrated 22
ports
external monitor 13
HDMI 14
product description 4
USB 3.0 14
USB 3.0 charging (powered) 13
USB Type-C (Thunderbolt–3–
enabled) 14
power button, identifying 10
power connector, identifying 15
power cord
set requirements 189
power lights 9, 12
power requirements, product
description 5
primary M.2
product description 2
processor
product description 1
product description
audio 3
chipset 1
display panel 2
docking 4
Ethernet 3
external media cards 4
graphics 1
hard drive 3
keyboard 4
memory module 2
microphone 3
operating system 5
pointing device 4
ports 4
194 Index
power requirements 5
processor 1
product name 1
security 5
serviceability 6
solid-state drive 2
video 3
wireless 3
product name 1
product name and number,
computer 16
R
readers
memory card 13
smart card 14
rear corner cover
removal 68
recover
options 173
recovery
discs 173, 175
HP Recovery Manager 174
media 175
starting 175
supported discs 173
system 174
USB flash drive 175
using HP Recovery media 173
recovery media
creating 172
creating using HP Recovery
Manager 173
recovery media, creating 167
recovery media, using for restore
170
recovery partition 170
removing 176
recovery tools 167
recovery tools, Windows 169
recovery, system 169
regulatory information
regulatory label 16
wireless certification labels 16
removal/replacement
procedures 32, 38
removing personal data from volatile
system memory 181
restoring the storage device 170
RJ-45 (network) jack, identifying 13
RJ-45 (network) lights, identifying
13
RTC battery
removal 47
spare part number 18, 47
S
Screw Kit, spare part number 26
SD card reader insert, illustrated 23
secondary M.2
product description 2
security cable slot, identifying 13
security, product description 5
serial number 16
serial number, computer 16
service considerations
cables 28
connectors 28
plastic parts 27
service labels, locating 16
serviceability, product description 6
setup utility
navigating and selecting 156,
160
restoring factory settings 157,
161
SIM card
removal 35
slots
security cable 13
smart card bracket
illustrated 22
smart card reader
removal 57
spare part number 18, 57
smart card reader, identifying 14
solid-state drive
precautions 28
product description 2
removal 42
spare part numbers 19, 24, 42
Speaker Kit, spare part number 19
speakers
removal 52
spare part number 19, 52
speakers, identifying 12, 15
specifications
computer 177
hard drive 178
M.2 solid-state drive 179, 180
Startup Repair, using 169
storage device
precautions 28
storage device recovery 170
supported discs, recovery 173
Sure Start
using 159, 164
system board
removal 67
spare part numbers 20, 67
system memory, removing personal
data from volatile 181
system recovery 174
system restore point
creating 173
system restore point, creating 172
T
thermal board
spare part number 18
tools required 27
top cover
spare part number 18
TouchPad
buttons 8
touchpad cable
illustrated 22
TouchPad light, identifying 9
touchpad module
removal 53
spare part number 18, 53
TouchPad on/off button,
identifying 8
TouchPad zone
identifying 8
TPM settings 159, 163
transporting guidelines 30
traveling with the computer 16
U
USB 3.0 charging (powered) port,
identifying 13
USB 3.0 ports 14
USB legacy support 156, 160
USB ports, identifying 14
USB Type-C (Thunderbolt-3–enabled
ports, identifying 14
USB-C bracket
illustrated 22
V
vents, identifying 15
VGA cap, illustrated 23
video, product description 3
volume mute button, identifying 11
W
webcam light, identifying 7
webcam, identifying 7
webcam/microphone module
removal 40, 75
spare part number 21, 41, 76
Windows
system restore point 172, 173
Windows 7 operating system DVD
creating 167
using for restore 170
Windows 7 operating system media
creating 167
using for restore 170
Windows key, identifying 11
Windows Startup Repair, using 169
Windows tools
using 173
wireless antennas
identifying 7
WLAN 7
WWAN 7
wireless button, identifying 10
wireless certification label 16
wireless light 9
wireless light, identifying 12
wireless, product description 3
WLAN antennas, identifying 7
WLAN device 16
WLAN label 16
WLAN module
removal 44
spare part numbers 20, 44
workstation guidelines 30
WWAN antennas, identifying 7
WWAN module
removal 46
spare part numbers 19, 46
Index 195
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