Table of Contents
- Product description
- External component identification
- Illustrated parts catalog
- Removal and replacement procedures preliminary requirements
- Removal and replacement procedures for Customer Self-Repair parts
- Removal and replacement procedures for Authorized Service Provider parts
- Troubleshooting guide
- Resources
- General troubleshooting steps
- Identify the issue
- Analyze the issue
- Resolve the issue
- Verify solution
- Helpful Hints
- Common issues and possible solutions
- Additional information
- Acronyms
- Blinking lights and boot error codes
- Processor not executing code
- BIOS recovery code unable to find valid BIOS recovery image
- Memory module error
- Graphics Controller Error (No Controller)
- Failure - System Board Error
- Intel Trusted Execution Technology (TXT) Error
- Sure Start unable to find valid BIOS Boot Block image
- Sure Start has identified a problem (Manual Recovery Policy Set)
- POST Error Messages and User Actions
- Routine Maintenance for Performance Improvement
- Common Blue Screen Error Messages
- Use Windows Debugging Tool
- Display Issue: Pixel Anomalies
- Cable management
- Connector types
- Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7
- Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10
- Using HP PC Hardware Diagnostics (UEFI)
- Backup and recovery in Windows 7
- Backup and recovery in Windows 10
- Specifications
- Statement of memory volatility
- Power cord set requirements
- Recycling
- Index
HP Workstation móvil ZBook 15 G3 User Manual
Displayed below is the user manual for Workstation móvil ZBook 15 G3 by HP which is a product in the Notebooks category. This manual has pages.
Related Manuals
HP ZBook 15 G3 Mobile Workstation
Maintenance and Service Guide
© Copyright 2016 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.
First Edition: January 2016
Document Part number: 839656-001
Product notice
This user guide describes features that are
common to most models. Some features may
not be available on your computer.
Not all features are available in all editions of
Windows. 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.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place
the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, at
surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as
pillows or rugs or clothing, to block airow. Also, do not allow the AC adapter to contact the skin or a soft
surface, such as pillows or rugs or clothing, during operation. The computer and the AC adapter comply with
the user-accessible surface temperature limits dened by the International Standard for Safety of
Information Technology Equipment (IEC 60950).
iii
iv Safety warning notice
Table of contents
1 Product description ....................................................................................................................................... 1
2 External component identication .................................................................................................................. 6
Display .................................................................................................................................................................... 6
Top .......................................................................................................................................................................... 7
TouchPad ............................................................................................................................................. 7
Lights ................................................................................................................................................... 8
Buttons and ngerprint reader ........................................................................................................... 9
Special function keys ........................................................................................................................ 10
Front ..................................................................................................................................................................... 11
Left ....................................................................................................................................................................... 12
Right ..................................................................................................................................................................... 13
Bottom ................................................................................................................................................................. 14
Labels ................................................................................................................................................................... 15
3 Illustrated parts catalog .............................................................................................................................. 16
Computer major components .............................................................................................................................. 16
Display assembly subcomponents ...................................................................................................................... 19
Bracket Kit ............................................................................................................................................................ 20
Cable Kit ............................................................................................................................................................... 20
Plastics Kit ........................................................................................................................................................... 21
Mass storage devices ........................................................................................................................................... 22
Miscellaneous parts ............................................................................................................................................. 23
4 Removal and replacement procedures preliminary requirements .................................................................... 24
Tools required ...................................................................................................................................................... 24
Service considerations ......................................................................................................................................... 24
Plastic parts ....................................................................................................................................... 24
Cables and connectors ...................................................................................................................... 25
Drive handling ................................................................................................................................... 25
Grounding guidelines ........................................................................................................................................... 25
Electrostatic discharge damage ........................................................................................................ 25
Packaging and transporting guidelines .......................................................................... 27
Workstation guidelines ................................................................................ 27
v
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 29
Component replacement procedures .................................................................................................................. 29
Bottom cover ..................................................................................................................................... 29
Battery ............................................................................................................................................... 31
SIM card ............................................................................................................................................. 32
Memory module ................................................................................................................................ 33
6 Removal and replacement procedures for Authorized Service Provider parts ................................................... 35
Component replacement procedures .................................................................................................................. 35
Display subcomponents (bezel, panel, webcam) ............................................................................. 35
Solid-state drive (M.2) ....................................................................................................................... 39
WLAN module .................................................................................................................................... 40
WWAN module ................................................................................................................................... 42
RTC battery ........................................................................................................................................ 43
Keyboard ........................................................................................................................................... 45
Speakers ............................................................................................................................................ 48
Touchpad module .............................................................................................................................. 49
LED board .......................................................................................................................................... 50
Fans ................................................................................................................................................... 51
Smart card reader .............................................................................................................................. 53
Hard drive .......................................................................................................................................... 54
Fingerprint reader board ................................................................................................................... 56
Heat sink assembly ........................................................................................................................... 58
Graphics board .................................................................................................................................. 62
System board .................................................................................................................................... 63
Buttons .............................................................................................................................................. 66
Display assembly ............................................................................................................................... 67
Lock bracket ...................................................................................................................................... 75
7 Troubleshooting guide ................................................................................................................................. 76
Resources ............................................................................................................................................................. 77
General troubleshooting steps ............................................................................................................................ 77
Identify the issue ............................................................................................................................... 78
1. Understand the issue .................................................................................................. 78
Boot up sequence ......................................................................................... 78
Failure classication ..................................................................................... 78
2. Examine the environment .......................................................................................... 80
3. Perform a visual inspection of hardware ................................................................... 81
4. Update BIOS and drivers ............................................................................................. 81
Manually updating BIOS and drivers ............................................................ 81
vi
Remotely deploying BIOS and drivers .......................................................... 81
Analyze the issue ............................................................................................................................... 81
5. Remove or uninstall recently added hardware, software .......................................... 81
6. HP Hardware Diagnostics and Tools ........................................................................... 82
HP PC Hardware Diagnostics (UEFI) ............................................................. 82
HP Support Assistant (HPSA) ....................................................................... 84
HP BIOS Conguration Utility (BCU) ............................................................. 85
HP Image Diagnostic Tool ............................................................................. 85
HP Thermal Monitor ..................................................................................... 85
Non HP diagnostics tools ............................................................................. 85
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 86
Status lights .................................................................................................. 86
Blinking light codes ...................................................................................... 87
POST error messages ................................................................................... 87
Power Good (Troubleshooting) lights .......................................................... 88
Resolve the issue ............................................................................................................................... 89
8. Hard reset .................................................................................................................... 89
9. Soft reset (Default Settings) ....................................................................................... 90
10. Reseat cables and connections ................................................................................ 90
11. Test with minimum conguration ............................................................................ 91
Essential hardware conguration ................................................................ 91
Safe mode ..................................................................................................... 92
12. Test with veried working conguration (hardware and/or operating system) ..... 92
13. Replace the system board ........................................................................................ 92
Verify solution ................................................................................................................................... 93
Helpful Hints ........................................................................................................................................................ 93
At startup ........................................................................................................................................... 93
During operation ............................................................................................................................... 94
Consulting with HP Service ............................................................................................................... 94
Common issues and possible solutions .............................................................................................................. 95
Power-on issues ................................................................................................................................ 95
No Power ......................................................................................................................... 95
Intermittent power-on, shutdown, reboot ..................................................................... 97
AC adapter issue .............................................................................................................. 98
Battery not recognized, not charging ............................................................................. 98
Battery discharges too fast .......................................................................................... 100
Burnt smell .................................................................................................................... 101
POST ................................................................................................................................................ 101
No video (with power) ................................................................................................... 101
Blinking lights ............................................................................................................... 102
vii
Diagnostics error messages ......................................................................................... 103
BIOS password .............................................................................................................. 104
Performance (OS) ............................................................................................................................ 104
Intermittent shutdown ................................................................................................. 105
Blue screen .................................................................................................................... 106
Freeze at Windows Logo (hang/lockup) ....................................................................... 108
Electromagnetic Interference (EMI) .............................................................................. 109
No wake up .................................................................................................................... 109
Unresponsive ................................................................................................................ 111
Slow performance ......................................................................................................... 111
HP Smart Adapter warning message ........................................................................... 112
Incorrect time and date ................................................................................................ 112
Display ............................................................................................................................................. 113
Display anomalies ......................................................................................................... 113
Symptom .................................................................................................... 113
Quick check ................................................................................................. 114
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 114
Display assembly diagram ......................................................................... 115
Dead pixel ..................................................................................................................... 115
No video (internal) ........................................................................................................ 115
No video (external) ....................................................................................................... 116
DisplayPort/VGA ........................................................................................................... 116
HDMI .............................................................................................................................. 116
No or bad external video via docking ........................................................................... 117
Incorrect or missing color/distorted image .................................................................. 117
Touch screen ................................................................................................................. 118
I/O devices ....................................................................................................................................... 119
Keyboard ....................................................................................................................... 119
Keyboard point stick ..................................................................................................... 120
Keyboard backlight ....................................................................................................... 120
TouchPad ....................................................................................................................... 121
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 121
Network connectivity wireless (WLAN) ........................................................................ 122
WWAN ............................................................................................................................ 123
USB ................................................................................................................................ 124
Smart card reader ......................................................................................................... 125
Speaker, headphone - audio issues .............................................................................. 126
Thunderbolt (TB) ........................................................................................................... 127
Storage ............................................................................................................................................ 128
Hard drive/solid-state drive not recognized ................................................................ 129
No boot to operating system (no read/write error) ..................................................... 129
viii
Read-write error ........................................................................................................... 130
Slow performance ......................................................................................................... 130
Blue screen (BSOD) error .............................................................................................. 130
Noisy hard drive ............................................................................................................ 131
Mechanical ....................................................................................................................................... 132
Fan error message - 90B .............................................................................................. 132
Noise (sound) ................................................................................................................ 133
Fan runs constantly ...................................................................................................... 134
Thermal shutdown (hot) ............................................................................................... 135
Stuck power button ...................................................................................................... 135
Additional information ...................................................................................................................................... 136
Acronyms ......................................................................................................................................... 136
Blinking lights and boot error codes ............................................................................................... 137
Processor not executing code ...................................................................................... 137
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 137
Memory module error ................................................................................................... 137
Graphics Controller Error (No Controller) ..................................................................... 138
Failure - System Board Error ........................................................................................ 138
Intel Trusted Execution Technology (TXT) Error .......................................................... 138
Sure Start unable to nd valid BIOS Boot Block image ................................................ 138
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 139
POST Error Messages and User Actions .......................................................................................... 139
Routine Maintenance for Performance Improvement .................................................................... 141
Common Blue Screen Error Messages ............................................................................................ 141
Error message list ......................................................................................................... 141
Bug check symbolic names ........................................................................................... 141
Microsoft general troubleshooting of Windows bug check codes ............................... 142
Use Windows Debugging Tool ......................................................................................................... 142
Windows Software Development Kit (SDK) .................................................................. 143
Display Issue: Pixel Anomalies ........................................................................................................ 147
Cable management ......................................................................................................................... 148
Connector types .............................................................................................................................. 149
8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7 ........................................................................ 151
Using Computer Setup ....................................................................................................................................... 151
Starting Computer Setup ................................................................................................................ 151
Navigating and selecting in Computer Setup ................................................................................. 151
Restoring factory settings in Computer Setup ............................................................................... 152
Updating the BIOS ........................................................................................................................... 152
Determining the BIOS version ...................................................................................... 152
Downloading a BIOS update ......................................................................................... 153
ix
Changing the boot order using the f9 prompt ................................................................................ 154
TPM BIOS settings (select products only) ......................................................................................................... 154
Using HP Sure Start (select products only) ....................................................................................................... 154
9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10 ...................................................................... 155
Using Computer Setup ....................................................................................................................................... 155
Starting Computer Setup ................................................................................................................ 155
Navigating and selecting in Computer Setup ................................................................................. 155
Restoring factory settings in Computer Setup ............................................................................... 156
Updating the BIOS ........................................................................................................................... 157
Determining the BIOS version ...................................................................................... 157
Downloading a BIOS update ......................................................................................... 157
Changing the boot order using the f9 prompt ................................................................................ 158
TPM BIOS settings (select products only) ......................................................................................................... 158
Using HP Sure Start (select products only) ....................................................................................................... 159
10 Using HP PC Hardware Diagnostics (UEFI) ................................................................................................... 160
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 160
11 Backup and recovery in Windows 7 ............................................................................................................ 162
Creating recovery media and backups .............................................................................................................. 162
Guidelines ........................................................................................................................................ 162
Creating recovery media with HP Recovery Disc Creator ............................................................... 162
Creating recovery media ............................................................................................... 163
Backing up your information .......................................................................................................... 163
Performing a system recovery .......................................................................................................................... 164
Using the Windows recovery tools .................................................................................................. 164
Using f11 recovery tools (select products only) ............................................................................. 165
Using Windows 7 operating system media ..................................................................................... 165
12 Backup and recovery in Windows 10 .......................................................................................................... 167
Creating recovery media and backups .............................................................................................................. 167
Creating HP Recovery media (select products only) ....................................................................... 167
Using Windows tools ......................................................................................................................................... 168
Restore and recovery ......................................................................................................................................... 168
Recovering using HP Recovery Manager ........................................................................................ 169
What you need to know before you get started ........................................................... 169
Using the HP Recovery partition (select products only) .............................................. 170
Using HP Recovery media to recover ............................................................................ 170
Changing the computer boot order .............................................................................. 170
x
Removing the HP Recovery partition (select products only) ....................................... 171
13 Specications .......................................................................................................................................... 172
Computer specications .................................................................................................................................... 172
Hard drive specications ................................................................................................................................... 173
M.2 solid-state drive specications .................................................................................................................. 174
M.2 PCIe solid-state drive specications .......................................................................................................... 175
14 Statement of memory volatility ................................................................................................................ 176
Nonvolatile memory usage ............................................................................................................................... 180
Questions and answers ..................................................................................................................................... 182
Using HP Sure Start (select models only) .......................................................................................................... 183
15 Power cord set requirements .................................................................................................................... 184
Requirements for all countries .......................................................................................................................... 184
Requirements for specic countries and regions ............................................................................................. 184
16 Recycling ................................................................................................................................................ 186
Index ........................................................................................................................................................... 187
xi
xii
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
GT2 Integrated Graphics
GT4e Integrated Graphics
Discrete MXM daughter card
●NVIDIA® Quadro® M1000M
●NVIDIA Quadro M2000M
NVIDIA Quadro K1100M NVIDIA N15P-Q1 with 2-GB GDDR5 graphics subsystem memory
(128-MB×16, 1.35-V, 1400-MHz, qty 8, 128-bit, FBW)
●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 Eyenity Technology
Panel 39.6 cm (15.6 in), antiglare, LED backlight, 16:9 aspect ratio
●FHD (1920×1080), LED, SVA, 300 nits with or without camera
●FHD (1920×1080), LED, UWVA, 300 nits with or without camera
1
Category Description
●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
Memory 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 congurations:
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)
●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)
Primary M.2 M.2 (NGFF) SS/DS Solid State Drive (2280)
SATA
512-GB SATA-3 Self-Encrypting Drive (Opal 2)
256-GB SATA-3 Self-Encrypting Drive (Opal 2)
PCIe (Z Turbo)
1-TB PCIe SSD (NVMe)
512-GB PCIe SSD (NVMe)
256-GB PCIe SSD (NVMe)
Secondary M.2 M.2 (NGFF) SS/DS Solid State Drive (2280)
SATA
512-GB SATA-3 Self-Encrypting Drive (Opal 2)
256-GB SATA-3 Self-Encrypting Drive (Opal 2)
PCIe (Z Turbo)
1-TB PCIe SSD (NVMe)
512-GB PCIe SSD (NVMe)
256-GB PCIe SSD (NVMe)
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, 5400-rpm
●500-GB, 7200-rpm
2 Chapter 1 Product description
Category Description
●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:
●256-GB SATA-3, TLC
Audio and video Stereo speakers (2)
Dual array microphone
Conexant Smart Amplier 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)
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 (nonvPro)
WWAN
SIM Module (3FF/mini SIM) (user accessible behind battery)
Two WWAN antennas built into display assembly
WWAN antennas (2) (world wide 5 band, congured 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 ash 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)
●(1) USB 3.0 Charging Port (S3/S5)
3
Category Description
●(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/o button
●Glass with chemical etched surface (DuraPad)
●Support for 2-way scroll
●Taps enabled by default
●Gestures enabled by default:
◦2-nger scrolling
◦2-nger zoom (pinch)
●Image sensor TouchPad
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
●9-cell, 90-WHr, 2.635-AHr, Li-ion battery (long-life)
Security Support security lock
Trusted platform module (TPM 9670) 1.2/2.0 (Inneon; soldered down)
Fingerprint reader
Support "No Fingerprint Reader" option
Integrated smart card reader
BIOS preboot power on - BIOS option (password, ngerprint)
Drive encryption preboot option - (password; ngerprint; selected smartcards)
Operating system Preinstalled:
●Windows 10 Home 64 High-end
●Windows 10 Home 64 High-end Single Language
●Windows 10 Home 64 Chinese Market CPPP
●Windows 10 Professional 64
●Windows 10 Professional 64 Downgrade Windows 7 64
4 Chapter 1 Product description
Category Description
●Windows 7 Professional 64-bit
●FreeDOS 2.0
Restore media-DRDVD/SRDVD:
●DRDVD Windows 7 64-bit, SP1
●DRDVD Windows 10
Operating system Restore media-OSDVD:
●Windows 7 Pro 64, SP1
●Windows 10 Professional 64
Certied:
●Microsoft WHQL
Web-only support:
●Windows 10 Enterprise
●Windows 8.1 Enterprise 64-bit
●Windows 8.1 Professional 64-bit
●Windows 8.1 CH 64
●Windows 8.1 EM 64
●Windows 7 Enterprise 64-bit, Service Pack 1
Serviceability End user replaceable parts:
●AC adapter
●Battery (system)
●Memory modules
●Solid-state drive
5
2 External component identication
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:
6 Chapter 2 External component identication
Component Description
1. Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then select User Guides.
To access the user guides, select Start > All Programs > HP Help and Support > HP Documentation.
Top
TouchPad
Component 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/o button Turns the TouchPad on and o.
(4) TouchPad zone Reads your nger 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.
Top 7
Lights
Component Description
(1) Power light ●On: The computer is on.
●Blinking: The computer is in the Sleep state, a power-saving
state. The computer shuts o power to the display and
other unneeded components.
●O: The computer is o or in Hibernation. Hibernation is a
power-saving state that uses the least amount of power.
(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 o.
●O: 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 o.
(6) Mute light ●Amber: Computer sound is o.
●O: Computer sound is on.
(7) TouchPad light ●On: The TouchPad is o.
●O: The TouchPad is on.
8 Chapter 2 External component identication
Buttons and ngerprint reader
Component Description
(1) Power button ●When the computer is o, press the button to turn on the
computer.
●When the computer is on, press the button briey to initiate
Sleep.
●When the computer is in the Sleep state, press the button
briey to exit Sleep.
●When the computer is in Hibernation, press the button
briey to exit Hibernation.
CAUTION: Pressing and holding down the power button results
in the loss of unsaved information.
If the computer has stopped responding and shutdown
procedures are ineective, press and hold the power button for at
least 5 seconds to turn o the computer.
To learn more about your power settings 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) Wireless button Turns the wireless feature on or o but does not establish a
wireless connection.
Top 9
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 ngerprint 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 o.
(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.
10 Chapter 2 External component identication
Front
Component Description
(1) 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 o.
(2) Power light ●On: The computer is on.
●Blinking: The computer is in the Sleep state, a power-
saving state. The computer shuts o power to the
display and other unneeded components.
●O: The computer is o or in Hibernation.
Hibernation is a power-saving state that uses the
least amount of power.
(3) Battery light When AC power is connected:
●White: The battery charge is greater than 90 percent.
●Amber: The battery charge is from 0 to 90 percent.
●O: The battery is not charging.
(4) Drive light ●Blinking white: The hard drive is being accessed.
●Amber: HP 3D DriveGuard has temporarily parked the
hard drive.
(5) Speakers Produce sound.
Front 11
Left
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but
it may not prevent the computer from being mishandled or
stolen.
(2) RJ-45 (network) jack/status lights 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 o.
(5) Memory card reader (select products only) Reads optional memory cards that store, manage, share, or
access information.
12 Chapter 2 External component identication
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 Specications 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 high-
denition television, any compatible digital or audio
component, or a high-speed High Denition 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
o. Also, some USB Type-C ports connect DisplayPort, VGA,
HDMI, Thunderbolt and other video devices to provide video
output.
NOTE: Adapters (purchased separately) may be required.
Right 13
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.
●O: The battery is not charging.
When AC power is disconnected (battery not charging):
●Blinking amber: The battery has reached a low battery
level. When the battery has reached a critical battery level,
the battery light begins blinking rapidly.
●O: The battery is not charging.
Bottom
Component Description
(1) Speakers Produce sound.
(2) Vents Enable airow 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 o during routine
operation.
14 Chapter 2 External component identication
Labels
The labels axed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer.
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the
computer, inside the battery bay, under the service door, or on the back of the display.
●Service label—Provides important information to identify your computer. When contacting support, you
will probably be asked for the serial number, and possibly for the product number or the model number.
Locate these numbers before you contact support.
Your service label will resemble one of the examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Component
(1) Serial number
(2) Product number
(3) Warranty period
(4) Model number (select products only)
Component
(1) Model name (select products only)
(2) Product number
(3) Serial number
(4) Warranty period
●Regulatory label(s)—Provide(s) regulatory information about the computer.
●Wireless certication label(s)—Provide(s) information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.
Labels 15
3 Illustrated parts catalog
Computer major components
16 Chapter 3 Illustrated parts catalog
Item Component Spare part number
(1) Display assembly (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 19
Without webcam 848257-001
With webcam 848258-001
(3) Keyboard (backlit; includes touchpad and keyboard cables)
For a list of keyboard country codes, see Keyboard on page 45.
The pointing stick cable is available in the Cable Kit using spare part number 848244-001.
848311-xx1
(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
The touchpad module cable is available in the Cable Kit using spare part number 848244-001.
850944-001
(8) Graphics board (includes replacement thermal material)
NVIDIA Quadro M1000M graphics board 848261-001
NVIDIA Quadro M2000M graphics board 848262-001
AMD FirePro graphics board 848263-001
(9) Hard drive (does not include hard drive bracket or screws)
1-TB, 5400-rpm, 762990-001
500-GB, 5400-rpm, hybrid 8 GB 732000-001
500-GB, 7200-rpm 703267-001
500-GB, 5400-rpm, FIPS 820572-001
500-GB, 7200-rpm, self-encrypting 820573-001
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) 808452-001
(11) Smart card reader
The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.
848245-001
(12) Thermal board not spared
(13) Fingerprint reader board (includes cable and double-sided adhesive)
The ngerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.
850151-001
(14) Speakers (include cable) 848233-001
(15) Memory module (PC4, 2133)
For use in models with Intel Core processors
●16-GB 820571-001
Computer major components 17
Item Component Spare part number
●8-GB 820570-001
●4-GB 820569-001
For use in models with Xeon Core processors
●16-GB 835886-001
●8-GB 835887-001
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 (SSD)
1-TB, PCIe-3x4, NVMe 848238-001
512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC 848240-001
512-GB, Z Turbo drive, PCIe 848236-001
256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 848237-001
256-GB, Z Turbo drive, PCIe 848235-001
(19) WWAN module
HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-001
HP hs3110 HSPA+ Mobile Broadband Module 822828-001
(20) WLAN module
Intel Dual Band Wireless-AC 8260 806721-001
Intel Dual Band Wireless-AC 8260 (non-vPro) 806722-001
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
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
(24) Bottom cover (includes SSD therrmal pad) 848227-001
18 Chapter 3 Illustrated parts catalog
Display assembly subcomponents
Item Component Spare part number
(1) Display bezel
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
(2) Webcam/microphone module (includes double-sided adhesive) 848264-001
Microphone module (includes double-sided adhesive) 854110-001
(3) 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 19
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 Component Spare part number
Cable Kit, includes: 848244-001
(1) Touchpad cable
(2) Pointing stick cable
20 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 21
Mass storage devices
Item Component Spare part number
(1) Solid-state drive, 2.5-inch
1-TB, PCIe-3x4, NVMe 848238-001
512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC 848240-001
512-GB, Z Turbo drive, PCIe 848236-001
256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 848237-001
256-GB, Z Turbo drive, PCIe 848235-001
(2) Hard drive 7.0 mm (does not include hard drive bracket or screws)
1-TB, 5400-rpm, 762990-001
500-GB, 5400-rpm, hybrid 8 GB 732000-001
500-GB, 7200-rpm 703267-001
500-GB, 5400-rpm, FIPS 820572-001
500-GB, 7200-rpm, self-encrypting 820573-001
Hard Drive Hardware Kit, includes: 848231-001
(3a) Hard drive bracket
(3b) Hard drive cable
22 Chapter 3 Illustrated parts catalog
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)
For use in Argentina 490371-D01
For use in Australia 490371-011
For use in Brazil 490371-202
For use in Denmark 490371-081
For use in Europe 490371-021
For use in India 490371-D61
For use in Israel 490371-BB1
For use in Italy 490371-061
For use in Japan 490371-291
For use in North America 490371-001
For use in the People's Republic of China 490371-AA1
For use in South Africa 490371-AR1
For use in South Korea 490371-AD1
For use in Switzerland 490371-111
For use in Thailand 490371-201
For use in the United Kingdom and Singapore 490371-031
Power cord (3-pin, black, 1.00-m)
For use in Taiwan 755530-AB1
Screw Kit 848266-001
Miscellaneous parts 23
4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●Flat-bladed screw driver
●Magnetic screw driver
●Phillips P0 and P1 screw drivers
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic parts. Apply pressure only at the points designated in the
maintenance instructions.
24 Chapter 4 Removal and replacement procedures preliminary requirements
Cables and connectors
CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.
Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat
the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught
or snagged by parts being removed or replaced. Handle ex cables with extreme care; these cables tear
easily.
Drive handling
CAUTION: Drives are fragile components that must be handled with care. To prevent damage to
the computer, damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
o or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing 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 hard drive, an optical drive, or a diskette drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic elds, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective
packaging and label the package “FRAGILE.”
Grounding guidelines
Electrostatic discharge damage
Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine
the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many
cases, ESD contains enough power to alter device parameters or melt silicon junctions.
A discharge of static electricity from a nger or other conductor can destroy static-sensitive devices or
microcircuitry. Even if the spark is neither felt nor heard, damage may have occurred.
An electronic device exposed to ESD may not be aected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its life
expectancy.
Grounding guidelines 25
CAUTION: To prevent damage to the computer when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in this
section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
The following table shows how humidity aects the electrostatic voltage levels generated by
dierent activities.
CAUTION: A product can be degraded by as little as 700 V.
Typical electrostatic voltage levels
Relative humidity
Event 10% 40% 55%
Walking across carpet 35,000 V 15,000 V 7,500 V
Walking across vinyl oor 12,000 V 5,000 V 3,000 V
Motions of bench worker 6,000 V 800 V 400 V
Removing DIPS from plastic tube 2,000 V 700 V 400 V
Removing DIPS from vinyl tray 11,500 V 4,000 V 2,000 V
Removing DIPS from Styrofoam 14,500 V 5,000 V 3,500 V
Removing bubble pack from PCB 26,500 V 20,000 V 7,000 V
Packing PCBs in foam-lined box 21,000 V 11,000 V 5,000 V
26 Chapter 4 Removal and replacement procedures preliminary requirements
Packaging and transporting guidelines
Follow these grounding guidelines when packaging and transporting equipment:
●To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
●Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
●Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
●Place items on a grounded surface before removing items from their containers.
●Always be properly grounded when touching a component or assembly.
●Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
●Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
Workstation guidelines
Follow these grounding workstation guidelines:
●Cover the workstation with approved static-shielding material.
●Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
●Use conductive eld service tools, such as cutters, screw drivers, and vacuums.
●When xtures must directly contact dissipative surfaces, use xtures made only of static-safe materials.
●Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids
and Styrofoam.
●Handle ESD-sensitive components, parts, and assemblies by the case or PCM laminate. Handle these
items only at static-free workstations.
●Avoid contact with pins, leads, or circuitry.
●Turn o power and input signals before inserting or removing connectors or test equipment.
Grounding guidelines 27
Equipment guidelines
Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation.
●When seated, wear a wrist strap connected to a grounded system. Wrist straps are exible straps with a
minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap
snugly against the skin at all times. On grounded mats with banana-plug connectors, use alligator clips
to connect a wrist strap.
●When standing, use foot straps and a grounded oor mat. Foot straps (heel, toe, or boot straps) can be
used at standing workstations and are compatible with most types of shoes or boots. On conductive
oors or dissipative oor mats, use foot straps on both feet with a minimum of one megohm resistance
between the operator and ground. To be eective, 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 oor 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 oor mats.
Material Use Voltage protection level
Antistatic plastics Bags 1,500 V
Carbon-loaded plastic Floor mats 7,500 V
Metallized laminate Floor mats 5,000 V
28 Chapter 4 Removal and replacement procedures preliminary requirements
5 Removal and replacement procedures for
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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
Remove the bottom cover:
1. Position the computer upside down.
2. Loosen the nine captive Torx screws (1) that secure the bottom cover to the computer.
Component replacement procedures 29
3. Lift the bottom cover o the computer (2).
Reverse this procedure to install the bottom cover.
30 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Battery
Description Spare part number
9-cell, 90-WHr, 2.635-AHr, li-ion battery 808452-001
Before removing the battery, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
Remove the battery:
WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the
computer, a replacement battery provided by HP, or a compatible battery purchased from HP.
CAUTION: Removing a user-replaceable battery that is the sole power source for the computer can cause
loss of information. To prevent loss of information, save your work or shut down the computer through
Windows before removing the battery.
1. Disconnect the battery cable from the system board (1).
2. 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.
Component replacement procedures 31
SIM card
The SIM card is installed in a slot located under the battery.
Before removing the SIM card, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 31).
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.
32 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Memory module
Description Spare part number
For use in models with Intel Core processors
16-GB 820571-001
8-GB 820570-001
4-GB 820569-001
For use in models with Xeon Core processors
16-GB 835886-001
8-GB 835887-001
Update BIOS before adding memory modules
Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1. Navigate to www.hp.com.
2. Click Support & Drivers > 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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
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.
Component replacement procedures 33
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.
34 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
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 67 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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
Remove the display assembly subcomponents:
1. Open the computer as far as it will open.
2. If it is necessary to replace the display bezel:
a. 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.
Component replacement procedures 35
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.
36 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
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 prole 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 double-sided adhesive.)
b. Disconnect the webcam/microphone module cable (2) from the module.
Component replacement procedures 37
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.
38 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Solid-state drive (M.2)
Description Spare part number
512-GB, M.2, PCIe 813138-001
256-GB, M.2, PCIe 795955-001
128-GB, M.2, PCIe 813137-001
Before removing the solid-state drive, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the solid-state drive:
1. Remove the Phillips PM2.0×3.5 screw (1) that secures the solid-state drive to the system board.
2. Remove the solid-state drive (2) by pulling the drive away from the slot at an angle.
Reverse this procedure to install the solid-state drive.
Component replacement procedures 39
WLAN module
Description Spare part number
Intel Dual Band Wireless-AC 8260 806721-001
Intel Dual Band Wireless-AC 8260 (non-vPro) 806722-001
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the WLAN module:
1. Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
The WLAN antenna cable labeled “2” connects to the WLAN module “Aux” terminal labeled “2”.
2. Remove the Phillips PM2.0×3.0 screw (2) that secures the WLAN module to the system board. (The
WLAN module tilts up.)
40 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 41
WWAN module
Description Spare part number
HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-001
HP hs3110 HSPA+ Mobile Broadband Module 822828-001
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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
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.
42 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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the RTC battery:
1. Disconnect the RTC battery cable (1) from the system board.
Component replacement procedures 43
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.
44 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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the keyboard:
1. Remove the two Phillips PM2.0×4.0 screws (1) that secure the keyboard to the computer.
Component replacement procedures 45
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.
46 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 47
Speakers
Description Spare part number
Speakers (includes cable) 848233-001
Before removing the speakers, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
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.
48 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Touchpad module
Description Spare part number
Touchpad module
The touchpad module cable is available in the Cable Kit using spare part number 848244-001.
850944-001
Before removing the touchpad module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the left speaker (see Speakers on page 48).
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 49
LED board
Description Spare part number
LED board 848246-001
Before removing the LED board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
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.
50 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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the heat sink (see Heat sink assembly on page 58).
Remove the fans:
1. 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).
2. To remove the graphics board fan (right in following image):
Component replacement procedures 51
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.
52 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Smart card reader
Description Spare part number
Smart card reader (includes cable)
The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.
848245-001
Before removing the smart card reader, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
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 53
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, 7.0 mm
1-TB, 5400-rpm, 762990-001
500-GB, 5400-rpm, hybrid 8 GB 732000-001
500-GB, 7200-rpm 703267-001
500-GB, 5400-rpm, FIPS 820572-001
500-GB, 7200-rpm, self-encrypting 820573-001
Solid-state drive (SSD)
1-TB, PCIe-3x4, NVMe 848238-001
512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC 848240-001
512-GB, Z Turbo drive, PCIe 848236-001
256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 848237-001
256-GB, Z Turbo drive, PCIe 848235-001
Before removing the hard drive, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the smart card reader (see Smart card reader on page 53).
Remove the hard drive:
1. Disconnect the hard drive cable from the system board (1).
54 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.
Component replacement procedures 55
Fingerprint reader board
Description Spare part number
Fingerprint reader board (includes bracket, cable, and double-sided adhesive)
The ngerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.
850151-001
Before removing the ngerprint reader board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the solid-state drive (see Solid-state drive (M.2) on page 39).
7. Remove the smart card reader (see Smart card reader on page 53).
8. Remove the hard drive (see Hard drive on page 54).
Remove the ngerprint 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 ngerprint reader board and bracket to the
top cover.
3. Lift the ngerprint reader board bracket o the ngerprint reader board (2).
The ngerprint reader board bracket is available in the Bracket Kit, spare part number 848232-001.
4. Detach the ngerprint reader board cable (3) from the system board .
56 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
5. The ngerprint reader board cable is attached to the top cover with double-sided adhesive. Use a tool to
pry the ngerprint reader board up (4), and then remove the board and cable.
Reverse this procedure to install the ngerprint reader board.
Component replacement procedures 57
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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the heat sink assembly:
1. 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.
58 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 59
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.
●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
60 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 61
Graphics board
NOTE: The graphics board spare part kit includes replacement thermal material.
Description Spare part number
NVIDIA Quadro K1100M NVIDIA N15P-Q1 graphics board 848261-001
NVIDIA Quadro K610M NVIDIA N15M-Q2 graphics board 848262-001
NVIDIA Quadro K2100M NVIDIA N15P-Q3 graphics board 848263-001
Before removing the graphics board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the heat sink (see Heat sink assembly on page 58).
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.
62 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
Before removing the system board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the hard drive (see Hard drive on page 54).
7. Remove the keyboard (see Keyboard on page 45).
8. Remove the fans (see Fans on page 51).
9. Remove the smart card reader (see Smart card reader on page 53).
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 39)
●WLAN module (see WLAN module on page 40)
●WWAN module (see WWAN module on page 42)
●Memory modules (see Memory module on page 33)
●Graphics board (see Graphics board on page 62)
Remove the system board:
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).
Component replacement procedures 63
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. Remove the two Phillips PM2.5×7.0 screws (1) from the VGA bracket, and then remove the bracket (2).
5. Remove the three Phillips PM2.5×7.0 screws (3) from the USB-C bracket, and then remove the bracket
(4).
64 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
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 65
Buttons
Before removing the buttons, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the hard drive (see Hard drive on page 54).
7. Remove the keyboard (see Keyboard on page 45).
8. Remove the fans (see Fans on page 51).
9. Remove the smart card reader (see Smart card reader on page 53).
10. Remove the system board (see System board on page 63).
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.
66 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 o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
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 67
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. 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.
68 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 69
CAUTION: Before turning the display panel upside down, make sure the work surface is clear of
tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to
the display panel.
b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. 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).
70 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 prole 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 71
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:
72 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 73
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.
74 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Lock bracket
Before removing the lock bracket, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Disconnect the display assembly (see Display assembly on page 67).
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 75
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 briey touching a grounded metal object before you begin.
●Work on a static-free mat.
●Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to
the ground.
●Create a common ground for the equipment you are working on by connecting the static-free mat, static
strap, and peripheral units to that piece of equipment.
●Refer to the Electrostatic Discharge Section of the Maintenance & Service Guide for more information.
CAUTION: The computer includes customer self-repair parts and parts that should only be accessed by an
authorized service provider. See the chapter titled "Removal and replacement procedures for Customer Self-
Repair 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.
76 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/elite-
products/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
specic 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 sta and can be a
resource for support and product division
professionals.
http://sawpro.atlanta.hp.com
Vendors’ web sites Provide additional information for associated
components such as Intel (processor, WLAN),
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on.
http://www.intel.com
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and eciently resolve problems. Proceed through the steps in the
following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For
example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move
on to step 10 to reseat the memory into its memory slot.
NOTE: General troubleshooting steps do not have to be followed in a specic order if an issue does not
apply.
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 78
2. Examine the environment
on page 80
3. Perform a visual inspection
of hardware on page 81
4. Update BIOS and drivers
on page 81
5. Remove or uninstall recently
added hardware, software
on page 81
6. HP Hardware Diagnostics and
Tools on page 82
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 86
8. Hard reset on page 89
9. Soft reset (Default Settings)
on page 90
10. Reseat cables and connections
on page 90
11. Test with minimum conguration
on page 91
12. Test with veried working
conguration (hardware and/or operating
system) on page 92
13. Replace the system board on page 92
Verify solution
on page 93
Resources 77
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.
Conrm that power lights are on fan is spinning.
Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in
No Power on page 95.
Common issues: all lights are o; troubleshooting lights are on; does not boot; video is absent.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, hard drive, memory, etc.) are
functional. When POST is complete, the HP logo displays briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, hangs.
Performance
(operating system)
System boots to operating system, and Windows logo screen appears..
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 81 table below for detailed troubleshooting information).
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classication for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.
1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases,
issues may be identied and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4. Display
5. I/O devices (Input/Output)
6. Storage
7. Mechanical
78 Chapter 7 Troubleshooting guide
A single symptom can be listed under dierent groups. For example, No Video can belong to (1) Power-on or
(4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen
can be caused by a driver conict in Performance (4), but it can also be caused by a defective hard drive under
(6) Storage. Therefore, failures that share similar symptoms are noted..
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
occurs, and the most likely location in the failure tree (Table 7-3 Failure classication by boot-up sequence
on page 79 and Table 7-4 Failure classication by hardware devices and mechanical on page 80). This will
help isolate the issue and indicate the next steps. For example, when the computer is running the operating
system, it may experience an issue with (4) Display, (5) I/O devices (keyboard, wireless, and so on), (6)
Storage, or (7) Mechanical components (stuck buttons, thermal shutdown, and so on).
NOTE: “Uncategorized” is used if an issue found is not listed. For example, Bluetooth is oered on certain
hardware congurations; therefore, a Bluetooth issue can be classied under “I/O Device” if needed.
Failure classication by boot-up sequence
Table 7-3 Failure classication by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No Power on page 95
2. Intermittent power-on, shutdown,
reboot on page 97a
3. AC adapter issue on page 98
4. Battery not recognized, not charging
on page 98
5. Battery discharges too fast
on page 100
6. Burnt smell on page 101
1. No video (with power)
on page 101
2. Blinking lights on page 102
3. Diagnostics error messages
on page 103
4. BIOS password on page 104
1. Intermittent shutdown on page 105a
2. Blue screen (BSOD) error on page 130b
3. Freeze at Windows Logo (hang/lockup)
on page 108
4. Electromagnetic Interference (EMI)
on page 109
5. No wake up on page 109
6. Unresponsive on page 111
7. Slow performance on page 111c
8. HP Smart Adapter warning message
on page 112
9. Incorrect time and date on page 112
a,b,c similar symptoms
General troubleshooting steps 79
Failure classication by hardware devices and mechanical
Table 7-4 Failure classication by hardware devices and mechanical
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies
on page 113
2. Dead pixel on page 115
3. No video (internal)
on page 115d
4. No video (external)
on page 116d
5. DisplayPort/VGA
on page 116
6. HDMI on page 116
7. No or bad external video
via docking on page 117
8. Incorrect or missing color/
distorted image
on page 117
9. Touch screen
on page 118
1. Keyboard on page 119
2. Keyboard point stick
on page 120
3. Keyboard backlight
on page 120
4. TouchPad on page 121
5. Network Connectivity
Ethernet (RJ-45 jack)
on page 121
6. Network connectivity
wireless (WLAN)
on page 122
7. WWAN on page 123
8. USB on page 124
9. Smart card reader
on page 125
10. Speaker, headphone -
audio issues on page 126
11. Thunderbolt (TB)
on page 127
1. Hard drive/solid-state
drive not recognized
on page 129
2. No boot to operating
system (no read/write
error) on page 129
3. Read-write error
on page 130
4. Slow performance
on page 111c
5. Blue screen (BSOD) error
on page 130b
6. Noisy hard drive
on page 131
1. Fan error message - 90B
on page 132
2. Noise (sound)
on page 133
3. Fan runs constantly
on page 134
4. HP Thermal Monitor
on page 85
5. Stuck power button
on page 135
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:
●Check all cables and connections to be sure that there are no loose connections.
●Conrm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a veried working AC outlet.
●Check for compatibility issues between the computer and third-party devices, peripherals, noncertied
devices, incompatible hardware (i.e., Mac OS device). Incompatibility can result in blue screen errors,
improper operation, and so on.
●Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, 2-way
radios, oor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or
lock-up.
80 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, rmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include xes for your computer issues, and they may also enhance system performance. HP
continually improves the update process to make it easier. The BIOS update can be done locally through a
manual process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
●See the Computer Setup chapters to manually update BIOS and drivers.
●Refer to specic BIOS update installation instructions that accompany the download.
Remotely deploying BIOS and drivers
Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to
identify and download all appropriate SoftPaqs for the selected HP models.
●HP SoftPaq Download Manager (SDM) is a software tool designed to streamline the download,
extraction, and installation process of SoftPaqs, including BIOS and drivers.
●HP System Software Manager (SSM) is a software tool designed to simplify the deployment of SoftPaqs
to HP computers.
Analyze the issue
5. Remove or uninstall recently added hardware, software
HP has designed this computer and validated it using a full-range hardware and software qualication matrix.
If an issue appears to have started recently, it may be related to the recent addition of hardware or software.
A good method to determine the root cause is to remove recently added components or uninstall applications
one at a time and restart the computer when necessary.
IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to
reinstall, when installing a new device be sure that it is seated properly and all cables are correctly connected.
After installing the device, restart the computer and make sure the new device is powered on. In addition, if
the new device is a root cause of a problem, it could cause a conict in drivers or incompatibility issues with
other programs installed. For any new hardware you have added, be sure to install the latest drivers available
from the device vendor website.
General troubleshooting steps 81
6. HP Hardware Diagnostics and Tools
HP oers dierent diagnostics and tools to diagnose hardware failure. This section describes how to use
some of these tools. Make sure to check for the latest versions before use.
HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics
(UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives
themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the HP PC Diagnostics 3-in-1 USB Key is a diagnostic tool that supports a
wide range of HP Desktop and Notebook computers.
The tool runs outside the operating system so that it can isolate hardware failures from issues that are
caused by the operating system or other software components. In reality, many problems can be determined
using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the
tool reports a keyboard error).
The tool has three major functions:
●System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
●Component Tests – Focus on selected hardware components in your computer.
●Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc button on the computer, and then press F2. The
BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
b. Hard drive
c. BIOS
82 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 83
HP Support Assistant (HPSA)
HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic
updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC
with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest
version is installed to receive the most benet. For more information, see 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.
84 Chapter 7 Troubleshooting guide
HP BIOS Conguration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text le of the
computer’s BIOS conguration. This can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text le to the default settings of the computer.
For more information, see the HP BIOS Conguration 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 eort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site, this tool collects
information about the current state of the computer, including product serial number, platform and BIOS
information, and information about user-installed software and hardware components. HP encourages you to
review the report before sending it to support. The report may assist you with diagnostics and solutions to
problems you encounter.
HP Thermal Monitor
NOTE: Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and
monitor the temperature values of various components in the system. The components that are currently
monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can nd 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 specic processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.
General troubleshooting steps 85
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior the computer may be exhibiting: status lights, blinking lights, and POST error
messages during boot. It is important to understand what these indicators mean.
Status lights
See the chapter titled “External Component Identication” for light locations. The following table describes
basic lights on the computer.
Component Description
Power button When the computer is o, press the button to turn on the computer.
When the computer is on, press the button briey to initiate Sleep (Windows) or Suspend
(Linux).
When the computer is in the Sleep state, press the button briey to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briey to exit Hibernation.
CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer has stopped responding and operating system shutdown procedures are
ineective, press and hold the power button.
Front power light On: The computer is on.
Blinking: The computer is in the Sleep state.
O: The computer is o.
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 dened in Power Options as 5%.
O: The battery is fully charged.
Front hard drive light Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
Rear AC adapter light White: The computer is connected to external power.
O: The computer is not connected to external power.
86 Chapter 7 Troubleshooting guide
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify
what is causing the issue. The computer uses the blinking lights below to identify a hardware component that
reports an error during startup. For more information, see Blinking lights and boot error codes on page 137.
Table 7-5 Boot-error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded controller unable to load rmware
Caps/num lock lights = 1 blink Processor not executing code
Caps/num lock lights = 2 blinks BIOS recovery code unable to nd valid BIOS recovery image
Caps/num lock lights = 3 blinks Memory module error
Caps/num lock lights = 4 blinks Graphics controller error
Caps/num lock lights = 5 blinks System board error
Caps/num lock lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks Sure Start unable to nd valid BIOS Boot Block image
Caps/num lock lights = 8 blinks Sure Start has identied a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
powered on. If the POST encounters a problem, visual error messages are displayed before the operating
system starts. POST checks the following items to ensure that the computer system is functioning properly:
●Memory
●Processors
●BIOS
●Mass storage devices
●Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table 7-6 System diagnostics failure codes and user actions
Test description Failure description
Error
code Suggested user actions
Startup Test Memory module 200 Attempt to reseat the memory module and then repeat the test.
See the support document titled Overview of How to
Troubleshoot Problems When a Computer Does Not Start Up or
Boot Properly for details on troubleshooting issues related to the
memory module.
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard
drive may have failed.
Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive and repeat the test.
BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed
successfully. No further action is required.
General troubleshooting steps 87
Table 7-6 System diagnostics failure codes and user actions (continued)
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further
assistance.
CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
successfully. No further action is required.
Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low
capacity. See Checking the Status of the Battery for details on
using the HP Support Assistant to verify the battery capacity and,
if necessary, order a replacement.
Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.
Because seating or reseating a wireless LAN adapter is unique to
each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in
the computer.
Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.
Power Good (Troubleshooting) lights
HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook
17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable
and/or the system needs a hardware reset.
These lights should be visible after removing the service door or bottom
cover. Consult with support for platform-specic locations of the lights. Troubleshooting lights diagram
●Example: System board is good. Lights that turn on briey (< 1 second) and immediately turn o indicate
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and
troubleshooting lights should not be lit. However, other external lights should be lit as normal
afterward.
Troubleshooting lights External lights Action Note
O On Do not replace system board No power-on issue
On O Replace board Power-on issue
88 Chapter 7 Troubleshooting guide
●Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then
(2) power good is low (0V), and troubleshooting lights will turn on.
After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn
o. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove
recently added hardware, test with minimum conguration, etc.) prior to replacing the system board.
Resolve the issue
8. Hard reset
A hard reset (or forced reset) 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 x the following common conditions:
●Windows stops responding.
●Computer stops before Windows loads, indicated by incomplete boot-up, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
●Display suddenly goes blank and stays blank.
●Software freezes.
●Keyboard stops responding.
●The computer does not exit Sleep or Suspend state.
●An external device stops responding. Turn o the power to that device in addition to performing the
steps in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. You should start and
test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To
resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers
from Microsoft and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). For 2015
platforms, the battery is considered removable but not accessible. See the battery section for how to remove/
unplug the battery.
To perform a hard reset on a computer with a sealed or non removable battery, use the following steps:
1. Turn o the computer.
2. Remove the computer from any port replicator or docking station.
3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and
printers.
General troubleshooting steps 89
4. Unplug the AC adapter from the computer.
5. Disconnect the battery.
6. Press and hold the power button for at least 15 seconds to drain residual power.
7. Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the
peripheral devices.
8. Press the power button to turn on the computer.
9. If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the
Enter key.
10. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to
update all device drivers.
Clear CMOS
CMOS refers to the battery-powered, semiconductor chip located on computer's system board. Notebooks
store low-level settings like the system time and hardware settings in CMOS. Sometimes it is necessary to
clear CMOS, which requires removing and reinserting the 3V RTC battery for a short period of time (a few
minutes before reinserting), in addition to removing the AC adapter and battery.
NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to
clear CMOS if the computer is working properly.
The notebook service door must be removed to access the CMOS battery. See the RTC battery replacement
section for the battery removal/replacement.
9. Soft reset (Default Settings)
NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS
settings before taking action.
If your computer is having issues booting, has errors during boot, is running into issues after adding
hardware, or you are having other abnormal system behaviors that cannot be resolved through any other
methods (i.e., hard reset), it may be necessary to reset the system BIOS to default settings.
To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For
more information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your
computer model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide.
10. Reseat cables and connections
NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and
remove the battery or disconnect a non removable battery.
Many problems are caused by improper connections or loose connections due to abnormal movement and
vibration. See Cable management on page 148 and Connector types on page 149 for suggested cable
management practices when removing and installing components.
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and
replacement procedures for Customer Self-Repair parts” chapter for details). Examples of reseating hardware
include:
●Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
●Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
90 Chapter 7 Troubleshooting guide
●Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST Error Messages
and User Actions on page 139).
●Reseating the keyboard cable can resolve an unrecognized keys error.
●Reseating the wireless module and antenna cable can resolve a wireless connection issue.
For eld replaceable units (FRUs), authorized service providers can try the following steps (for more
information, see the ”Removal and replacement procedures for authorized service provider parts” chapter).
●Reseating the fan cable can x POST error 90B (no fan detected) issue (see POST Error Messages and
User Actions on page 139).
●Reseating the power cable can x a no boot issue.
●Reseating the daughterboards (some models may have a power button board, VGA board, etc.) can
resolve their functional issues.
●Reseating graphics cables and panel connectors can x distorted/ickering video.
●Replacing thermal pads may resolve thermal power-down issue.
11. Test with minimum conguration
The factory-shipped computer (hardware conguration and preinstalled operating system image) is well
tested and ready for use. Therefore, using the original factory hardware conguration and/or booting to
operating system safe mode often resolves issues quickly.
●Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a
docking station, remove external video, etc.
●In addition to removing recently added components, the issue can be narrowed down further with a
minimum conguration. For example, if HP PC Diagnostics reports a memory error, test one memory
module at a time to isolate the defective module.
●If the computer does not successfully boot the operating system, booting to safe mode may help
identify what may be causing the issue as described below.
Essential hardware conguration
NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a
system tested with the system board removed without the heat sink, fan, etc.
If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is
to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.
This essential conguration is often used to troubleshoot power-on related issues, such as no-boot, reboot,
and freezing issues.
The essential hardware consists of the following:
●System board
●AC adapter (unplug nonremovable battery or remove battery)
●Processor (and heat sink/fan). (Processor may be integrated into the system board.)
●Memory (one veried working memory DIMM)
●Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated
graphics and discrete graphics. Therefore, discrete graphics card may not be needed.
●External VGA monitor
General troubleshooting steps 91
●External USB keyboard
●External mouse
NOTE: After the service door is removed, disconnect all connections (internal keyboard, display, discrete
GPU, hard drive/solid-state drive, daughterboards, etc.) to achieve the essential hardware conguration
above. DO NOT disassemble the system board from its enclosure at this time.
Reverse the procedure above by reinstalling each piece of hardware removed, one piece at a time, and testing
your computer after each installation. Since your computer works with only the essential hardware installed,
those parts must be working properly. This means that one of the hardware components removed is causing
the computer to not work properly. By installing each device back into the computer and testing each time,
the failing hardware will eventually be identied.
Safe mode
A driver conict often results in a blue screen error message. Therefore, booting in safe mode can resolve
many issues in Windows because safe mode forces the computer to load a limited version of Windows which
only contains essential les. Safe mode is useful for troubleshooting problems with programs and drivers
that might not start correctly or that might prevent Windows from starting correctly.
If a problem does not reappear when you start in safe mode, eliminate the default settings and basic device
drivers as possible causes. Refer to the links below for how to start your computer in safe mode:
●HP PCs – Windows 7 Safe Mode
●HP PCs – Windows Safe Mode (Windows 10, 8)
12. Test with veried working conguration (hardware and/or operating system)
One troubleshooting technique that can quickly isolate an issue is using a veried working part while testing.
A good example is to use an external keyboard, mouse, or VGA monitor when you have issues with an internal
keyboard, TouchPad, or display. Testing with a veried working AC adapter can identify an error caused by a
faulty one. Similarly, testing with a veried working operating system can determine bad behaviors of the
current operating system. See Non HP diagnostics tools on page 85 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 81, 7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 86, 8. Hard reset on page 89, and 9. Soft reset (Default Settings)
on page 90, and/or 10. Reseat cables and connections on page 90 can resolve many system board issues
without requiring the eort of replacing unnecessary hardware.
Review Table 7-1 Troubleshooting methodology and general troubleshooting steps on page 77 for
appropriate troubleshooting steps.
IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all
other troubleshooting options.
NOTE: Determine whether a previous service case might be related to the current problem. For example, a
fan detection issue may be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3V coin-cell battery), the computer automatically reboots. This is a useful
feature when the power connector cable (between external AC adapter and system board) is defective.
92 Chapter 7 Troubleshooting guide
NOTE: Most of the time, eective troubleshooting can prevent a system board replacement.
Items that may prevent resolution of the issue:
●The information provided about the issue omits key details, including any actions taken before the issue
occurred.
●BIOS, software, and drivers have not been updated.
●Cables or connections are loose.
●Technician is unaware of information available from the HP Support website (i.e., CA - Customer
Advisory).
●The issue is related to existing or known issues that may be identied in existing support articles.
●Technician may have omitted steps in the provided repair instructions (e.g., Spare Part Replacement
Instructions).
●Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No
Fault Found (NFF)/No Issue Detected (NID) messages.
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 rst when they have an issue. It may save them time calling in.
●Document the correct issue. Update the case with as many details as possible for other agents and
engineering to analyze and study for lessons learned.
Helpful Hints
After you become familiar with the general troubleshooting steps above (General troubleshooting steps
on page 77), follow the helpful hints below before running diagnostics and troubleshooting.
At startup
TIP: If you have installed an operating system other than the factory-installed operating system, go to
http://www.hp.com/go/quickspecs and verify that it is supported on your system.
1. Be sure that the computer is plugged into a working AC outlet.
2. Be sure that power is connected to the docking station if a dock is used.
3. Be sure that the AC adapter light is on.
4. Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.
5. Be sure that the computer is turned on, the rear power light is solid white (connected to an external
power source) and the front power light is solid white (normal operation).
6. Remove all optical and ash drives from your system before turning it on.
Helpful Hints 93
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, recongure the computer. For
example, if you upgrade to a solid-state drive, you may need to recongure the boot order.
5. Be sure that all required device drivers have been installed. For example, if you have connected a printer,
you must install a printer driver.
6. If there is a network connection issue, plug another computer with a dierent cable into the network
connection. There might be a problem with the network plug or cable.
7. If hardware has recently been installed, remove it and determine whether the computer functions
properly.
8. If software has recently been installed, uninstall it and determine whether the computer functions
properly.
9. If the screen is blank, conrm the display choice by pressing Windows logo + P and set to screen
only. Or plug an external monitor into a dierent video port on the computer if one is available and close
the computer lid.
10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support
new features or x the problem.
11. Press the caps lock and/or num lock key. If the caps lock and/or num lock light toggles on or o, the
keyboard is likely operating correctly.
12. Press the TouchPad On/O button light. If the light toggles on or o, the TouchPad is likely operating
correctly.
Consulting with HP Service
If further HP support is required, a lot of the following information may be requested when you call, so it may
be helpful to take notes.
●Technical support registration number (if applicable)
●Product serial number
94 Chapter 7 Troubleshooting guide
●Product model name and number
●Product identication number
●Applicable error messages
●Add-on boards or hardware
●Third-party hardware or software
●Operating system type and revision level
Common issues and possible solutions
This section contains common issues, symptoms, and a series of tables that describe possible solutions to
issues from Failure classication on page 78 tables. The following sections identify the issue with symptoms
and solutions to resolve an issue.
Power-on issues
No Power
When a unit experiences no power there are several contributing factors to consider. Be sure to consider all
symptoms related to this behavior in troubleshooting.
Symptoms
●Computer does not start
●Display is black or blank
●No fan noise
●No hard drive spinning
●Lights do not glow
Possible causes
Failed power input to the computer (external power source, AC adapter, faulty battery).
Bad connection to the computer (bad power button, power connector).
Defective parts (memory, hard drive, graphics) or failed system board.
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
Verify external power source (2. Examine the environment on page 80).
Perform a hard reset (8. Hard reset on page 89).
Verify AC adapter
It is preferable to verify the battery before verifying the AC adapter. However, you can
verify the AC adapter rst, before opening the service door for a battery check.
●Verify AC adapter is compatible with product. Verify that the part number is for
this computer if possible.
●Verify AC adapter and power cord are good (no physical damage, bent middle ID
pin).
●Verify AC adapter works on a veried working computer.
●Plug in AC adapter and power on computer without battery.
●Inspect power port on computer side for any damage, dust, or debris.
Common issues and possible solutions 95
●Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 86). Rear power light indicates external power
to the computer is good.
NOTE: Refer to battery replacement section
for removing/replacing the battery
Verify battery condition/status
1. Check battery condition (overall result, cycle life, voltage, etc.) using HP PC
Hardware Diagnostics (UEFI) or HPSA tools.
2. Verify that battery is installed properly in battery bay without a gap and that
latch locks are tight (for models with removable batteries).
3. Check battery status light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 86). Be sure that battery is not fully
discharged, preventing system from booting.
4. Determine whether the computer can turn on with battery only.
5. Remove service door and test with a veried working battery. If the computer
boots, inspect original battery before replacement.
6. Test battery with a veried working computer to verify that it is OK.
7. If there is still no boot, remove battery and boot on AC power only.
The sections below are intended for authorized service providers/technicians.
Verify AC adapter – voltage
1. Measure DC voltage output that should be around 19.5 VDC and acceptable
voltage range is from 18.5 – 20.5 VDC.
2. If the DC voltage is out of range, replace the AC adapter.
NOTE: This action requires a digital voltmeter.
NOTE: 2015 mWS does not have the power
cable between system board and power
connector on chassis
Verify 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 86)
At this point, there should be sucient power from the AC adapter to the system
board. Expect to hear the fan spinning and see blinking lights or error messages (i.e.,
faulty memory, HDD, etc)
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 88.
2. Verify all connections and reseat parts (10. Reseat cables and connections
on page 90).
Verify system board
1. Test essential hardware conguration (11. Test with minimum conguration
on page 91, 12. Test with veried working conguration (hardware and/or
96 Chapter 7 Troubleshooting guide
operating system) on page 92, 13. Replace the system board on page 92) by
removing nonessential parts.
2. If there is still no boot, replace system board.
Tips and tricks 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 conguration, 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, uctuating power source, unstable power rails, loose connections, bent pins,
stray wires, dust, obvious damage, nearly faulty parts (bulging/leaking capacitor).
Potentially will turn into a no power issue soon (No Power on page 95).
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 conrmed working adapter to test.
b. Verify that battery is not depleted while system is in Sleep state. Test with a
conrmed working battery.
The sections below are intended for authorized service providers/technicians.
1. Follow actions in No Power on page 95.
a. Be sure that AC adapter has correct DC voltage.
b. Verify battery - test with a conrmed working battery.
c. Verify that power button is not stuck.
d. Verify that power connector is not loose.
e. Verify that Power Good LEDs are solid.
f. Remedy loose connections and reseat major components (processor, memory, GPU,
hard drive/solid-state drive, etc).
2. Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts
(bulging/leaking capacitor).
3. Test essential hardware conguration (11. Test with minimum conguration on page 91)
a. If system boots, reinstall nonessential hardware one component at a time to isolate
issue.
b. If system does not boot, replace essential hardware with veried working parts, one
component at a time. If system still does not boot, replace system board.
Common issues and possible solutions 97
AC adapter issue
Solution
Symptoms
●No sign of power
●No boot
●No rear power light
●No front power light
●Battery does not charge when AC
adapter is connected
Possible causes
AC adapter and others (i.e., external power source)
Troubleshooting steps
Quick check
1. Verify external power source (2. Examine the environment on page 80).
2. Remove all external devices, including docking station.
3. Perform a hard reset for the computer (8. Hard reset on page 89).
4. Disconnect and reassemble the power cord and adapter in case the adapter
experienced short circuit, over current, over temperature events.
5. Use a veried working adapter. If the computer operates normally, there is a
problem with the original adapter.
6. Verify that the AC adapter works on a veried working computer. If the computer
operates normally, there is no problem with the adapter. See HP Smart Adapter
warning message on page 112 for further information.
Verify AC adapter
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 86). Rear power light indicates that external
power to the computer is good.
7. If there is still no rear power light or no boot, replace the AC adapter.
Tips and tricks The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power
rating and throttling purpose. If this pin is broken, the rear power light will be on but
the power button and front power lights will blink continuously and the computer will
not turn on. Third party AC adapter will not work on the computer.
Use the AC adapter that came with the computer for better performance.
See HP Notebook PCs - Testing and Using the AC Power Adapter
Battery not recognized, not charging
Symptoms
●No battery status light
●Blinking amber (critically low
battery level)
●No boot without AC adapter
Possible causes
Defective AC adapter and/or battery.
NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a
good AC adapter.
98 Chapter 7 Troubleshooting guide
Troubleshooting steps
Visual inspections
1. Inspect battery connectors for any signs of damage.
2. Verify that battery is installed properly in battery bay without gap or obstructions and
latch locks are tight. Reseat battery (for models with removable batteries).
3. Determine whether battery gets hot (batteries heat up when charging, but not too hot
to touch).
Check battery warranty to see whether the battery is new or its warranty is expired. Battery
capacity degrades over time.
Verify front battery status light
1. Battery status light is o: battery not recognized.
2. Battery status light is blinking amber: critically low battery level.
Reset
1. Hard reset (8. Hard reset on page 89)
2. Soft reset (9. Soft reset (Default Settings) on page 90)
Verify AC adapter
1. Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between adapter and
computer results in inability to charge battery which causes short run time.
2. Inspect AC adapter to verify that it is functioning.
3. Test with a working AC adapter and conrm whether battery is charging.
4. Be sure that battery is fully charged (AC adapter plugged in at least 2.5 hours).
Diagnostics: HP tools will report results such as passed, calibrate, weak, replace, no battery
and unknown, and suggest corresponding actions.
Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 82)
●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 84)
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 veried working battery and verify battery status lights
and battery conditions.
4. If issue remains, replace system board.
5. Verify the new replacement.
Tips and tricks See the computer user guide for instructions regarding battery maintenance and increasing
battery life.
●Reference: HP Notebook Mobile Workstations - Improving Battery Performance
(Windows 10, 8, 7, Vista)
●Reference video: Testing and Calibrating the Battery on PC Notebooks
Common issues and possible solutions 99
Battery discharges too fast
Symptoms
Battery has good status light but discharges
too fast
Possible causes
AC adapter and/or battery.
Troubleshooting steps
Verify AC adapter
Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between adapter and
computer results in inability to charge battery and causes short run time.
1. Inspect AC adapter to verify that it is working.
2. Test with AC adapter alone and with a veried working AC adapter.
Verify battery: Battery capacity can degrade over time, so check the warranty
coverage. Run a battery test to conrm if issue is hardware-related.
1. Review battery power plans in Control Panel > Power Options that may consume
more energy and discharge battery faster. Resetting default to Power Saver
option can conserve battery power.
2. Determine whether any graphics processing is running.
3. Verify battery maintenance and operations. Leaving the battery at a high level of
charge in a high-temperature environment for extended periods accelerates the
loss of capacity.
4. Test and calibrate battery using HP PC Hardware Diagnostics (UEFI).
5. Verify battery life cycle using HP Support Assistant tool.
If battery cycle life is over specs (long life battery of 1000-cycle life and 3-year
warranty), battery may have capacity loss beyond its lifecycle or warranty.
6. Compare discharge time with a veried working battery (remove AC adapter)
using Hardware Diagnostics (UEFI) > Hard Drive Tests > Extensive Test > Loop
until error.
Tips and tricks To conserve battery power, turn o Wireless On-O button and other 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
100 Chapter 7 Troubleshooting guide
Burnt smell
Symptoms
Emits smoke, burnt smell
Possible causes
Defective on-board components.
Troubleshooting steps
General visual inspection
1. Disconnect the computer from power source (AC adapter and battery).
2. Inspect for visual damage on AC adapter and battery. Test on a known working
computer to isolate issue. If issue follows AC adapter or battery, replace it.
3. Inspect any sign of liquid spill on the computer (back of keyboard).
The sections below are intended for authorized service providers/technicians.
Further inspection on components
1. Inspect further sources internally after disassembling chassis, such as burnt or
damaged components.
2. If the issue persists, replace boards, AC adapter, and battery for safety concern
and report issues to HP.
POST
No video (with power)
Symptoms
●No video (black/blank image) but
have power
●Light activity
●No error messages
●Fan noise
●Hard drive light blinking and hard
drive noise
Possible causes
Failed display
Failed critical components (memory, hard drive, system board)
Loose connection
Recently added hardware
NOTE: Assume the computer has not previously been set up for multiple displays.
Troubleshooting steps
Quick check
1. Verify that system light activity is OK.
2. Remove all external devices, including docking station. Recently added hardware
and/or applications may cause graphics driver conict and result in loss of video.
3. Perform hardware reset (8. Hard reset on page 89) and verify that HP Logo is presented
correctly on display screen when pressing F10.
4. Test with external monitor via VGA port (or DisplayPort, HDMI, etc). Press power button
and close the computer lid to force video output to external video. If unsuccessful,
contact HP service.
Common issues and possible solutions 101
5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers
on page 81) and perform soft reset (9. Soft reset (Default Settings) on page 90) if
needed. Go to next step to verify display.
Verify display
●When booting to Windows, determine whether image appears on display screen (via
Windows Screen Solutions or Windows logo + P for display switcher).
●If there is video on display, disconnect external display device, open the computer lid
and restart.
The sections below are intended for authorized service providers/technicians.
1. Verify Power Good lights are on to be sure that system board power is functional.
2. Reseat display cable connection on system board.
3. Reseat display cable connection on display panel side.
4. Examine and reseat major components, such as hard drive, memory.
5. Test with minimum conguration (11. Test with minimum conguration on page 91) by
removing hard drive to isolate operating system issues and testing video in F10 Setup.
6. If video is present, restart and retest the computer.
7. If video is present but bad, go to Display on page 113 section.
8. If issue persists (no video), test with external video.
9. If issue persists, test or replace a conrmed working display.
10. If issue persists, replace discrete graphics card.
11. If issue persists, replace system board due to defective video function.
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 identication –
Display” section for location of the magnetic sensor.
Blinking lights
Symptoms
Lights blink on keyboard caps
lock/num lock keys
Possible causes
Blinking lights on startup usually indicate a problem with basic functionality of a critical
component (processor, BIOS, graphics cards, memory, etc.) due to loose connection,
defective parts, or recently added parts.
Troubleshooting steps
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 86) for corrective actions.
3. If internal hardware components (memory, hard drive, etc.) have been recently added, a
component may not be connected properly. Remove and reseat new components (10.
Reseat cables and connections on page 90) one at a time.
Note Since the display may not be functional, lights are used to indicate an error.
102 Chapter 7 Troubleshooting guide
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 rmware for the
component.
Troubleshooting steps
1. See 7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages on page 86 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 90)
3. Restore hardware to its original condition (i.e., bootable solid-state drive instead of
hard drive).
4. Reseat suspected components and verify connection.
5. Test suspected components using HP PC Hardware Diagnostics (UEFI) tool.
Note An Error Message means the system has nished BIOS hardware validation and is ready to
launch the Startup Menu. To access the Startup Menu for further options, press the Esc key
while restarting the computer.
Common issues and possible solutions 103
BIOS password
Symptoms
Some sections are unavailable (grayed
out)
Possible causes
BIOS administration password is required.
Troubleshooting steps
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.
Reference 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 congured correctly.
●There is insucient memory available to run the application.
●There is a conict between applications.
Make sure that all the needed device drivers are installed.
If an operating system other than the factory operating system is installed, check whether the operating
system is supported and the application is certied for the version of the operating system.
HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8, 10 with BIOS UEFI boot mode.
Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean Windows 8,
10 installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to Windows 8, 10.
UEFI Windows 8, 10 avoids many unexpected behaviors (i.e., blue screen error, graphics/video issues) in the
BIOS Legacy setting.
104 Chapter 7 Troubleshooting guide
Intermittent shutdown
Symptoms
●Shutdown during startup
●Shutdown during operation
Possible causes
It is often dicult to troubleshoot an intermittent issue. Possible causes include the
following:
Power-related issue: defective or insucient power sources, poor connection.
OS Custom Setting: Energy Saver (Power Management).
Thermal-related issue: thermal sensors reach limits.
Hardware related issue: voltage, out-of-range current; electrical short.
Troubleshooting steps
1. Update BIOS and drivers. (4. Update BIOS and drivers on page 81)
2. Perform hard reset (8. Hard reset on page 89)
3. Perform soft reset (9. Soft reset (Default Settings) on page 90)
Power related issue
1. Verify functionality of AC adapter alone. If no functionality, test with a veried working
adapter.
2. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC
Hardware Diagnostics (UEFI) tool.
3. Verify connection of power button, power cable.
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 conrmed working operating system to isolate custom settings by users or
any conicting applications that cause shutdown.
The sections below are intended for authorized service providers/technicians.
Thermal-related issue
1. Verify thermal condition:
a. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 82)
b. Check fan and connection. Reseat fan cable.
c. Be sure that no obstructions or dust are in heat sink fan, n, or vent.
d. Test with a veried working fan.
e. Remove old thermal compound and pads and replace with new compound and
pads.
2. Verify thermal solution:
◦Use Thermal Monitor tool (available only to authorized service providers/
technicians) to perform stress test (processor and GPU) (6. HP Hardware
Diagnostics and Tools on page 82) and verify that thermal sensors are within
limits after thermal condition is serviced.
Hardware related issue
1. Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty
parts (bulging/leaking capacitor).
Common issues and possible solutions 105
2. Verify that lights are solid.
3. If shutdown is reproducible, test essential hardware conguration:
a. If no issue with hardware conguration, reinstall one non essential component at
a time to determine faulty hardware.
b. If issue persists, replace essential hardware with a conrmed working part, one at
a time. If no boot, replace system board.
Tips and tricks Intermittent issue is dicult to reproduce and troubleshoot. It is important to record details
on shutdown frequencies, system conguration (3D video application) and operating
conditions.
Blue screen
Symptoms
●Have power, light activity, fan spinning
●HP Logo displays briey
●Fails to boot into Windows operating
system, displays blue screen, and then
crashes, restarts, or stops responding
Possible causes
Recent changes: conict of instructions from multiple programs or just added
hardware.
Incompatible hardware and driver.
Poor connection (hard drive, memory).
Hardware malfunctioning due to overheating (GPU, processor).
Defective hardware (memory, hard drive).
Important Notes & Resources Troubleshooting steps
There are many dierent ways to troubleshoot a blue screen error. Therefore, you
need to identify working conguration (Windows 7/8/10) and specic symptoms
of the failure in order to narrow down the issue. Refer to Blue screen (BSOD) error
on page 130.
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 89) after disconnecting all external peripherals.
3. Reset BIOS to default (9. Soft reset (Default Settings) on page 90) to prevent booting to another device.
4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 82) to isolate major faulty
hardware issues.
106 Chapter 7 Troubleshooting guide
●HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system.
●Thermal Monitor (available only to authorized service providers/technicians) tool to monitor
temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics
and Tools on page 82.
5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software
on page 81). For example, incompatible memory or new solid-state drive storage.
6. Reseat cables and connections (10. Reseat cables and connections on page 90). Pay attention to proper
installation of memory and hard drive.
7. Verify that a minimum of at least 100 MB of free space is available on your Windows partition.
8. If you can start Windows:
a. Update BIOS and drivers (4. Update BIOS and drivers on page 81) to support updates for
incompatibilities.
b. Get all the latest updates, using Windows Update.
c. Undo recent changes:
●Startup using Last Known Good Conguration.
●Use System Restore.
●Roll back device driver in Device Manager.
d. Check for specic Error Message. See Common Blue Screen Error Messages on page 141.
e. Boot to safe mode (11. Test with minimum conguration on page 91) to troubleshoot issues.
9. If you cannot start Windows:
a. Boot to safe mode. (11. Test with minimum conguration on page 91)
b. Use Startup Repair to x Windows startup les.
c. Undo recent changes using System Restore to revert to a previous “working” state.
d. Check for specic STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use
Windows Debugging Tool on page 142.
e. Restore computer using System Recovery or image backup to factory settings.
10. Lastly, test with essential hardware conguration (11. Test with minimum conguration on page 91)
along with a veried working operating system (i.e., USB Windows-To-Go), if available, to isolate the
software issue.
Tips & tricks
In some cases, the computer may reboot automatically before you have time to read the blue screen.
To identify the error message itself, disable the automatic restart using one of the following methods:
Right-click on My Computer, and then select Properties > Advanced. Under Startup and Recovery, select
Settings. Clear the Automatically Restart check box.
Common issues and possible solutions 107
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 briey
●Attempt to boot to operating system and
freeze/hang at Windows logo
●No response to pressing num lock or caps
lock key
Possible causes
Conict 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).
108 Chapter 7 Troubleshooting guide
Troubleshooting steps
Follow suggested steps below one at a time to verify normal boot process:
1. Disconnect all external peripherals, and perform a hard reset (8. Hard reset
on page 89).
2. Perform soft reset (9. Soft reset (Default Settings) on page 90).
3. Update BIOS and drivers (4. Update BIOS and drivers on page 81).
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 82)
to isolate hardware issue.
5. Undo recent changes in Windows (5. Remove or uninstall recently added
hardware, software on page 81).
6. Reseat cables and connections (10. Reseat cables and connections
on page 90).
7. Start Windows in safe mode (11. Test with minimum conguration
on page 91).
8. Use Startup Repair Windows to x Windows damaged les.
9. Test with essential hardware conguration (11. Test with minimum
conguration on page 91) along with a veried working operating system (i.e.,
USB Windows-To-Go ) if available to isolate the software issue.
Tips and tricks For more information, see HP PCs - Using Task Manager (Windows 10, 8).
Electromagnetic Interference (EMI)
Symptoms
System locks up, freezes in certain
physical area or location
Possible causes
Electromagnetic interference (EMI).
Troubleshooting steps
1. See (2. Examine the environment on page 80). Pay attention to external power source,
high-frequency signals such as cell phones, microwave ovens.
2. Move the computer to dierent locations nearby to determine where it fails and where it
does not fail.
3. Test with a veried working computer in original factory conguration.
4. Consult with support.
No wake up
Symptoms
When resuming from a power
management state the computer may
display:
Possible causes
Power-saving mode; multiple-display setting.
Troubleshooting steps
Common issues and possible solutions 109
●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 86) 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 81)
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 +P.
Tips and tricks 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 conguration.
110 Chapter 7 Troubleshooting guide
Unresponsive
Symptom
Unresponsive
Possible causes
Program in use has stopped responding to commands.
Troubleshooting steps
1. If possible, use the Windows Task Manager to isolate and terminate the oending
process.
2. Attempt the normal Windows shutdown procedure.
3. Restart the computer using the power button.
Slow performance
Symptom
Slow performance when performing
small tasks, or even in idle mode
Possible causes
Processor is hot or hard drive is full.
Troubleshooting steps
Processor is hot
1. Verify that airow to the computer is not blocked.
2. Verify that chassis fans are connected and working properly. Some fans operate only
when needed.
3. Verify that the processor heat sink is installed properly.
Hard drive is full
1. Transfer data from the hard drive to create more space on the hard drive. Microsoft
recommends at least 200 MB to sync system les.
2. Perform disk defragmentation to consolidate fragmented data on the hard drive so it
will work more eciently.
Also see Slow performance on page 130.
Tips and tricks See Improving System Performance (see Routine Maintenance for Performance
Improvement on page 141).
See Tips to free up drive space on your PC.
See Optimize Windows for better performance.
Common issues and possible solutions 111
HP Smart Adapter warning message
Symptom
Warning message displayed in Window
Possible causes
Less powerful AC adapter, BIOS out of date.
Troubleshooting steps
1. Update BIOS that may contain a table that assigns an appropriate adapter for
a certain conguration.
2. Update the latest HP Hotkey Support software from Drivers website.
3. Verify sucient power source (where adapter is connected).
4. Use appropriate AC adapter (often supplied with system) for optimum
system performance.
5. Test with a veried working AC adapter.
6. Test the adapter on a veried working computer.
7. Contact HP for conguration details.
Note 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 rst.
Incorrect time and date
Symptom
Incorrect date and time
Possible cause
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.
112 Chapter 7 Troubleshooting guide
Display
Display anomalies
The display panel is a eld replaceable unit (FRU) and must be replaced by only authorized technicians.
However, HP highly recommends that users and technicians observe specic symptom vs. generic symptoms
and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Symptom
Common display issues with symptoms:
●Blank/black video
●Incorrect/missing color/distorted image
●Flickering image
●Vertical lines (due to LDVS, decreased signal integrity, and data loss)
●Dead pixel (due to display liquid, internal transistor, etc.)
●Horizontal lines (due to video memory)
●Distorted when hot (due to thermal issue)
●Cracked screen/image (physical damage)
●Light leakage/bleeding
Contact support for assistance.
●Humming noise (due to frequency settings)
Contact support for assistance.
Cracked screen Cracked image Blurred image
Dead pixel Vertical lines Horizontal lines
Common issues and possible solutions 113
Quick check
●Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc.
●Reset and update BIOS and docking rmware.
●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.
●Congure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, etc.).
●Test with a veried working external display.
●Boot to Windows in safe mode.
●Test with a veried 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 82), 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 dierent 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 specic issues and possible solutions. For
additional information about display problems, refer to documentation provided by the product
manufacturer.
114 Chapter 7 Troubleshooting guide
Display assembly diagram
The display assembly diagram shows basic video components: system board, graphics cards, display cables,
display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a
combination of these components can contribute to a video issue.
NOTE: The lid close switch is a Hall-eect 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-eect 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 147 for the HP dead pixel policy.
No video (internal)
Symptoms
No internal video with certain
programs (i.e., video-intensive games)
Possible causes
Display resolution, brightness, faulty lid switch, running a program requiring a higher
resolution than the display screen can support..
Faulty lid switch may put the system into Sleep or Hibernation mode.
Troubleshooting steps
Use an external monitor with higher resolution.
Test with external monitor using HDMI or HP port. Press the power button and close the
computer lid to force video output to external video. If there is still no video, contact support.
References See section No video (with power) on page 101 for display information.
Common issues and possible solutions 115
No video (external)
Symptom
No image on external monitor
Possible causes
External monitor, resolution, display conguration, 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 veried 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. Congure 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 116.
HDMI
Symptoms
●Display issue
●Sound issue
Possible causes
Cable, connection, settings.
Troubleshooting steps
Quick Check
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 congured correctly in Control Panel > Sound Manager.
1. Perform hard reset (4. Update BIOS and drivers on page 81).
2. Update BIOS and drivers (4. Update BIOS and drivers on page 81) when sound is heard but
no video on HDTV.
References HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues
116 Chapter 7 Troubleshooting guide
No or bad external video via docking
Symptoms
No or bad image on external monitor
via ports of docking station (VGA, DP,
TB, display port, etc.)
Possible causes
Rooted from system board, software/drivers, dock connectors, docking station hardware/
rmware, 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 dierent 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.
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 veried working operating system/system connected to the dock to
isolate the issue of the current operating system.
8. Ideally, use a veried working docking station to isolate the faulty dock.
9. Update latest dock rmware. 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 conrmed working notebook before having the dock
replaced.
Note 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
System works normally but the display
shows:
●Missing or strange color
●Image distortion
Possible causes
Loose connection, display cable, display, graphics card.
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
veried working graphics card.
Verify display cable and cable connection–Display disassembly is required.
Be sure that external display cables are not pinched or damaged.
Common issues and possible solutions 117
Be sure that external display cables have good connection at both ends (system board and
display panel).
●If moving cables aects the image, it is display cable. Test with a conrmed working
cable.
●If moving cables does not aect the image, is display issue. Test with a conrmed
working display
Touch screen
Symptoms
Unresponsive
Inaccurate
Possible causes
Dirt and smudge, driver, touch display conguration, power management.
Troubleshooting steps
Quick check
Turn o the computer, spray glass cleaner onto a soft, damp cloth, and gently
wipe the screen to remove dirt and smudge.
NOTE: Do not spray cleaner directly onto the screen.
Congure the touch display in Control Panel >
Tablet PC Settings
1. Restart the computer.
2. Verify touch screen and graphics drivers.
3. Congure 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.
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.
References HP Notebook PCs - Touch Screen Issues (Windows 10)
HP Notebook PCs - Touch Screen Issues (Windows 8)
118 Chapter 7 Troubleshooting guide
I/O devices
NOTE:
●Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express,
etc).
●If you have problems with external devices not provided by HP, contact device manufacturers for
compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI
Express Card reader, VGA/Display/HDMI monitors, Speakers, etc).
●Be sure I/O devices are properly inserted into the I/O ports, and then be sure the I/O devices are
recognized by Windows Device Manager.
Keyboard
Symptoms
Keystrokes not recognized
Characters not matched
Possible causes
Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
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 veried working operating system or restore operating system to be sure that
the issue is not caused by dierent language settings, sticky keys feature, etc.
8. Verify that keyboard ex cables are fully inserted and in good condition.
The sections below are intended for authorized service providers/technicians.
1. Verify if keyboard ex cable is in good condition (no delamination or torn cable end, no
missing or cracked tracks, pads).
2. Verify keyboard ex 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.
Tips and tricks A key only works when pressed with force. Inspect and remove debris trapped under keycap.
Common issues and possible solutions 119
Keyboard point stick
Symptom
Point stick not working properly
Possible causes
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.
Example of back of keyboard, including
keyboard, point stick, and backlight
cables.
1. Verify whether keyboard ex cables are in good condition (no delamination or torn
cable end, no missing or cracked tracks, pads).
2. Verify keyboard ex 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.
Keyboard backlight
Symptom
Backlight function not working
properly
Possible causes
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 o. 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 ex cables are in good condition (no delamination or torn cable end,
no missing or cracked tracks, pads).
2. Verify backlight ex cable ends are fully inserted and aligned with connectors on
system board and that connector tabs are properly closed.
3. Reseat backlight cable.
120 Chapter 7 Troubleshooting guide
TouchPad
Symptoms
Not working properly
Possible causes
On/O enabled, driver, settings.
(1) – Touchpad on/o button
(2) – Touchpad
Troubleshooting steps
1. Ensure touchpad On/O 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 nd 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 ash when
there is network activity.
HP Support Assistant tool - No network detected in
HPSA
1. Turn o 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 veried working
cable.
4. Test with dierent networks and jacks and check with IT for hardware
compatibility settings.
5. Connect a veried working RJ-45 cable directly to the computer to isolate
other related issues (e.g., router, switch, docking station).
6. Verify Ethernet port lights (RJ-45):
●Green (left): network is connected.
●Amber (right): network is showing activity.
Common issues and possible solutions 121
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 veried 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 xed.
Network connectivity wireless (WLAN)
Symptoms
●Unable to nd networks
●Connection dropouts
●Slow performance
Possible causes
Network source, cable, connection, wireless module, driver, settings.
HP Support Assistant tool - No network detected in
HPSA
Wireless Adapter Properties - U-APSD support
Troubleshooting steps
1. Turn o 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 dierent 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.
10. Congure 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
122 Chapter 7 Troubleshooting guide
point. If disabling U-APSD improves the throughput issue, check with the
access point provider for updated rmware that resolves the issue.
11. Test with veried working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.
12. Test with a veried 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
Unable to nd networks/service
Possible causes
Network source, cable, connection, driver, settings.
Troubleshooting steps
1. Update to the latest driver and utility.
2. Check with network service provider for signal coverage.
3. Make sure signal strength is good.
4. Make sure your service is active.
The sections below are intended for authorized service providers/technicians.
●Verify module and antenna cable connections are not loose.
●Verify antenna cables are properly connected to the correct terminals. For example, the
antenna cable labeled “1” connects to the “Main” terminal labeled “1”. The antenna cable
labeled “2” connects to the “Aux” terminal labeled “2”.
Common issues and possible solutions 123
USB
Symptoms
●USB devices are not recognized
●USB devices are not charging
Possible causes
USB devices do not have the latest software drivers, port insucient power, or not
compliant.
NOTE: USB Type-C uses a dierent connector entirely
Examples of USB device Not Recognized 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 90) 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 veried working USB devices (keyboard, mouse, USB key) to make sure
USB ports are functional.
7. Test USB device on a veried working computer to make sure USB device is not
malfunctioning.
124 Chapter 7 Troubleshooting guide
Smart card reader
Symptoms
●Not recognized
●Unable to write
Possible causes
Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.
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 veried working card.
CAUTION: If the card reader has an in-use indicator light, do not insert or remove
memory cards while the light is ashing. Doing so may cause loss of data on the card
or may permanently damage the card reader.
Common issues and possible solutions 125
Speaker, headphone - audio issues
Symptoms
●No sound from external or
internal speakers
●Distorted sound, too soft, too
loud, intermittent
Possible causes
Volume turned down, sound card not recognized, malfunctioning hardware, electronic
interference.
Troubleshooting steps
1. Remove any device connected to the Audio jack to enable the internal speaker.
2. Close all open programs.
3. Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute).
- or -
Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4. Verify that sound card is detected in Windows Device Manager.
5. Reinstall the latest audio driver.
6. Test audio device using HP PC Hardware Diagnostics (UEFI) tool (F2 > Component Tests
> Audio).
7. Test with a veried working operating system. If issue is resolved, restore full operating
system.
8. Test with veried working external speakers or headset.
9. Reseat internal speaker connections.
10. Test with veried working internal speakers.
11. Replace internal speakers.
No sound from headphones 1. Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute). Or adjust Windows volume control by clicking the speaker icon on the Windows
taskbar. Be sure that the sound it not muted.
2. Check headphone cable connection.
3. Test with a veried working audio board.
4. Replace audio board and verify the change.
No sound from external speakers 1. Verify that external speakers are turned on.
2. Disconnect headphones from headphone jack.
3. Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute).
- or -
Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4. Check for possible interference devices nearby that may impact the audio (cell phone or
portable communications handset.)
126 Chapter 7 Troubleshooting guide
Thunderbolt (TB)
Symptom
Thunderbolt device not working
Possible causes
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 rmware 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 veried 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 Certied for
Windows, see https://thunderbolttechnology.net/products.
Common issues and possible solutions 127
Storage
NOTE:
●Back up all critical data prior to drive troubleshooting.
●Prior to contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP
PC Hardware Diagnostics (UEFI) tool on the suspected failed drive.
●Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB (HP PC
Diagnostics 3-in-1 USB Key).
●The drive quick test is recommended to quickly (less than 10 minutes) identify the malfunctioning drive.
If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which will run until an error
occurs).
●If any test fails, record failure code and contact support for instructions on how to order a replacement
hard drive.
●If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under
warranty that does not fail the HP Hard Drive Self-Test.
●If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows
operating system to troubleshoot the problem.
128 Chapter 7 Troubleshooting guide
Hard drive/solid-state drive not recognized
Symptom
Hard drive is not recognized during
POST
Possible causes
Loose connection, faulty hard drive, faulty drive conguration/BIOS setting.
Troubleshooting steps
1. Perform a hard reset (8. Hard reset on page 89).
2. Reset BIOS to default.
3. Verify hard drive connection and ex 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 veried working computer. If the failure follows the drive, reinstall the
operating system to make sure software is not an issue.
7. Test with a veried working hard drive. If it is still not recognized, the system board is
faulty.
NOTE: If the drive is seen in BIOS and Diagnostics, try a secure erase prior to replacing a
drive as this may resolve related issues.
No boot to operating system (no read/write error)
Symptoms
●Post error message: Boot Device
not found (3F0)
●Hang when booting to operating
system
Possible causes
Operating system, loose connection, faulty hard drive, BIOS conguration, 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.
3. Verify hard drive connection and ex cable. Reseat connection. For multiple storage
devices, keep the primary drive with the operating system and remove other devices.
4. Use PC Hardware Diagnostics tool to test. Record failure code and have the hard drive
replaced.
5. If there is no error, reinstall the operating system using HP Restore.
6. Test with a veried working operating system hard drive, if available.
Note If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 139.
Common issues and possible solutions 129
Read-write error
Symptoms
●Post error message (i.e., error
code 301)
●Hang when working on data, les,
documents
Possible causes
Loose connection, faulty hardware.
Troubleshooting steps
1. Perform a hard reset (8. Hard reset on page 89).
2. Reset BIOS to default (9. Soft reset (Default Settings) on page 90).
3. Verify drive connection and ex cable. Reseat connection (10. Reseat cables and
connections on page 90).
4. Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the
hard drive replaced.
5. If no error with HP PC Hardware Diagnostics (UEFI) tool, try to repair the hard drive and
its les in Windows (using command “CHKDSK /f /r /x”). Use HP Restore to
reinstall the operating system, if needed.
6. Test with a veried working hard drive. If it is not recognized, the system board is
faulty.
Note If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 139.
Slow performance
Symptoms
Slow performance even when
performing small read/write
operations
Possible causes
Operating system les, hard drive is full.
Troubleshooting steps
1. Transfer data from the hard drive to create more space. Microsoft recommends at least
200 MB to sync system les.
2. Perform disk defragmentation to consolidate fragmented data on the hard drive so it
will work more eciently.
NOTE: Do not defrag an SSD.
Tips & tricks For optimal system performance, you need to place your operating system and all of your
most commonly used applications and les 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 141).
Blue screen (BSOD) error
Faulty hard drive may cause blue screen error. Perform the drive tests using the HP Diagnostics Tool to make
sure the drive is functional. If all of the tests pass, see Common Blue Screen Error Messages on page 141 for
detailed troubleshooting steps.
130 Chapter 7 Troubleshooting guide
Noisy hard drive
IMPORTANT: An SSD has no moving parts, so it does not make loud or clicking noise.
Depending on type and rotational speed, some hard drives will make more noise than others.
Not all noises are related to the fan or hard drive.
Symptoms
●Loud noise from hard drive
●Clicking noise from hard drive
●Still boots to operating system
and operates normally
Possible causes
BIOS, hard drive rmware, driver, faulty drive, power supply (AC adapter).
Troubleshooting steps
1. Update BIOS and hard drive rmware.
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 veried 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 ex 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 les 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 141).
Common issues and possible solutions 131
Mechanical
Fan error message - 90B
Symptoms
Fan error 90B at boot
CAUTION: May lead to system
shutdown, data loss or possible system
damage.
Possible causes
Defective fan; out-of-date BIOS.
●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 ow.
Troubleshooting steps
General actions
1. Update BIOS and drivers (4. Update BIOS and drivers on page 81) 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 89). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1. Verify thermal condition:
a. Check fan and connection. Reseat fan cable.
b. Be sure that no obstructions or dust are in heat sink fan, n, or vent.
c. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 82). Be sure that the fan is not producing loud
noise and that fan blades spin correctly.
d. Test with a veried working fan.
e. Remove old thermal compound and pads, and replace properly with new pads.
2. Verify thermal solution
▲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.
Note 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, n/ muer, and thermal grease.
Fan replacement requires reboot and fan function verication using HP PC Hardware
Diagnostics (UEFI) tool.
132 Chapter 7 Troubleshooting guide
See Reducing Heat Inside the PC to Prevent Overheating.
Noise (sound)
Symptoms
Computer emits abnormal noise
Possible causes
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 veried working one.
2. Determine whether the noise comes from AC power adapter. Test with a veried
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 briey to isolate
whether noise originates from fan. If noise is absent with fan disconnected, refer to Fan runs
constantly on page 134.
Noisy hard drive Determine whether the noise comes from the hard drive.
See Noisy hard drive on page 131.
Noisy optical drive 1. Determine whether the noise comes from an optical drive.
2. Remove CD/DVD from the optical drive.
Noisy speaker 1. Determine whether the noise comes from speaker.
2. Test with a veried working external headset/speaker.
Noisy display Determine whether the noise comes from display panel (humming noise). Change display
frequency settings. See Display on page 113.
The section below is intended for authorized service providers/technicians.
1. After disassembling the chassis, inspect components of the interior for excessive wear
or damage.
2. If noise issues persist, proceed with process of elimination for battery, AC adapter, or
boards.
Common issues and possible solutions 133
Fan runs constantly
Symptoms
●Fan never stops running
●Generates heat
●Decreased computer
performance
Possible causes
●BIOS not up to date.
●Thermal condition (fan, air ow)--fan may not be defective but must run constantly to
remove excess heat generated by electrical components.
●Inappropriate conguration.
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 81) 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 89). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1. 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 n, or vent.
c. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 82). Be sure that the fan is not producing loud
noise and that fan blades spin correctly.
d. Test with a veried working fan.
e. Replace the fan.
2. Verify thermal solution
Use Thermal Monitor tool (available only to authorized service providers/technicians)
(HP Thermal Monitor on page 85) to run stress test (processor and GPU) and verify that
thermal sensors are within limits after thermal condition is serviced.
User conguration
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 n/muer, and thermal
grease. Fan replacement requires reboot and fan function verication 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.
134 Chapter 7 Troubleshooting guide
Thermal shutdown (hot)
Symptoms
Similar to fan runs constantly issue
(Fan runs constantly on page 134)
●System shutdown
●Abnormal heat
●Continually running fan
●Decreased computer
performance
Possible causes
BIOS not up to date, thermal condition (fan, air ow)
Troubleshooting steps
1. Update BIOS and drivers (4. Update BIOS and drivers on page 81) and reset BIOS to
default. BIOS may implement new fan characteristics and updates for other component.
2. Perform a hard reset (8. Hard reset on page 89). 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 o completely when putting a notebook in a travel bag.
Thermal-related issue
1. Verify thermal condition:
a. Check fan and connection. Reseat fan cable.
b. Be sure that no obstructions or dust are in heat sink fan, n, 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 82). Be sure that the fan is not producing a loud noise and that
fan blades spin correctly.
e. Test with a veried working fan.
f. Remove old thermal compound and pads, and replace properly with new pads.
2. Verify thermal solution:
◦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.
Note See Reducing Heat Inside the PC to Prevent Overheating.
Stuck power button
Symptoms
●Rear power indicator light is on
●Will not turn on when power
button is pressed
●Automatically powers on
Possible causes
Sticky or defective power button.
Troubleshooting steps
General actions
1. Perform a hard reset (8. Hard reset on page 89).
2. Perform a soft reset if system can turn on.
The sections below are intended for authorized service providers/technicians.
1. Disassemble the unit.
2. Inspect power button on the top cover and on the system board to make sure these
buttons move freely.
Common issues and possible solutions 135
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 Dierential 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–Unied Extensible Firmware Interface
WLAN–Wireless local area network
WWAN–Wireless wide area network
136 Chapter 7 Troubleshooting guide
Blinking lights and boot error codes
The information below is from the white paper HP Business Notebook and Desktop PC F10 Setup, 2014
Business PC models.
In some cases, when the host processor is not executing code or does not have the necessary code to drive
the display, light blink codes inform you of a problem.
Table 7-7 Boot-error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded Controller unable to load rmware
Caps/num lock lights = 1 blink Processor not executing code
Caps/num lock lights = 2 blinks BIOS recovery code unable to nd valid BIOS recovery image
Caps/num lock lights = 3 blinks Memory module error
Caps/num lock lights = 4 blinks Graphics controller error
Caps/num lock lights = 5 blinks System board error
Caps/num lock lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks Sure Start unable to nd valid BIOS Boot Block image
Caps/num lock lights = 8 blinks Sure Start has identied a problem (Manual Recovery Policy Set)
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 77.
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 “O” 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 nd valid BIOS recovery image
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. This
problem may be resolved by placing a clean copy of the system BIOS on a USB key or in the appropriate hard
drive directory and performing a reboot. If this error reoccurs, refer to General troubleshooting steps
on page 77.
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 “O” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink twice followed by a pause, and then continue in a repeating pattern.
Memory module error
This computer has experienced a memory initialization problem resulting in a failed startup. This issue may
be related to the memory modules in the computer. This problem may be resolved by ensuring that memory
modules are correctly inserted and seated. If this error reoccurs, a service event is required to determine the
source of the error (memory modules or system board) and take the appropriate corrective action.
Additional information 137
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 “O” 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 “O” 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 “O” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink ve 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 “O” 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 nd 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 “O” 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.
138 Chapter 7 Troubleshooting guide
Sure Start has identied 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 congured 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 “O” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink eight times followed by a pause, then continue in a repeating pattern.
POST Error Messages and User Actions
Test description Failure descriptions Error code Possible user actions
Product
information
Invalid value 00A Contact support for assistance.
Startup test Memory module 200 Attempt to reseat the memory module and then repeat the test.
See Overview of How to Troubleshoot Problems When a Computer Does
Not Start Up or Boot Properly for details on troubleshooting issues related
to the memory module.
If the memory module still fails, contact support.
Startup test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test.
The hard disk drive may have failed. Contact support for assistance.
Startup test Hard Disk 2 SMART 302 The hard drive may have failed. Contact support for assistance.
Startup test Hard Disk 1 Quick 303 The hard drive may have failed. Contact support for assistance.
Startup test Hard Disk 2 Quick 304 The hard drive may have failed. Contact support for assistance.
Run-in test Memory module 200 Attempt to reseat the memory module and then repeat the test.
See Overview of How to Troubleshoot Problems When a Computer Does
Not Start Up or Boot Properly for details on troubleshooting issues related
to the memory module.
If the memory module still fails, contact support.
Run-in test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test.
The hard drive may have failed. Contact support for assistance.
Run-in test Hard Disk 2 SMART 302 The hard drive may have failed. Contact support for assistance.
Run-in test Hard Disk 1 Quick 303 The hard drive may have failed. Contact support for assistance.
Run-in test Hard Disk 2 Quick 304 The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test.
The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 SMART 302 The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 1 Quick 303 The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 Quick 304 The hard drive may have failed. Contact support for assistance.
Additional information 139
Hard Disk Test Hard Disk 1 Full 305 The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 Full 306 The hard drive may have failed. Contact support for assistance.
Boot Device
Manager
Boot device not found 3F0 Indicates a potential problem with the hard drive. Please run the hard
drive test.
See Testing a Hard Disk using the Built in Self Test for more information.
Boot Device
Manager
Hard Disk 1 Error 3F1 Indicates a potential problem with the hard drive. Run the hard drive test.
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 hard drive. 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 hard drive. 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 hard drive. 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 81 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.
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.”
Fan Fan not operating
correctly
90B 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.
140 Chapter 7 Troubleshooting guide
Routine Maintenance for Performance Improvement
See HP Notebook PCs - Improving the Performance of Your Computer.
The following table presents a summary of the suggested times for performing the routine maintenance
tasks described in this document.
Tasks Weekly Monthly Occasionally
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 les. X
Back up user les. X
Create a restore point. X
Defragment the hard drive. X
Run Scan Disk. X
Clean the exterior of the computer. X
Close programs that are not being used. X
Prevent programs from loading at startup. X
Common Blue Screen Error Messages
Error message list
The following image shows an example of one possible “Bug Check (Blue Screen) Code Reference” from
Microsoft:
The hexadecimal number following the word "STOP" is called the bug check code or Stop code. This is the
most important item on the screen.
Bug check symbolic names
Each bug check code also has an associated symbolic name. In the example, the screen shows bug check 0x79
(MISMATCHED_HAL).
Additional information 141
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 rmware is available.
●Be sure that any expansion board is properly seated and all cables are completely connected.
●Conrm that any new hardware that is installed is compatible with the installed version of Windows.
●If new device drivers or system services have been added recently, try removing or updating them.
NOTE: Use safe mode when removing or disabling components. Safe mode loads only the minimum
required drivers and system services during the Windows startup. To enter safe mode, restart your
computer and press F8 at the menu that displays the operating system choices. At the resulting
Windows Advanced Options menu, choose Safe Mode.
●Run a virus detection program. Viruses can infect all types of hard drives formatted for Windows, and
resulting drive corruption can generate system bug check codes. Be sure that the virus detection
program checks the Master Boot Record for infections.
●Verify that the system has the latest service pack installed. To detect which service pack, if any, is
installed on your system, click Start, click Run, type winver, and then press Enter. The About Windows
dialog box displays the Windows version number and the version number of the service pack, if one has
been installed.
●Disable BIOS memory options such as caching or shadowing.
●Check the System Log and Application Log in Event Viewer to see if any additional error messages have
been logged recently. These might pinpoint the cause of the error.
Use Windows Debugging Tool
The Windows Debugger is one of the primary tools used by Microsoft software developers to analyze and
resolve errors that result in memory dumps. Use the tool to determine the cause of the error. Follow general
steps for downloading, setting up, and using the Windows 10 debugging tool. A similar process is used for
Windows 7 or Windows 8.
NOTE: The following screen shots provide only an example of the tool. Specics shown are not
representative of all applications of the debugging tool. This is a Microsoft tool supported by Microsoft.
142 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.
144 Chapter 7 Troubleshooting guide
6. Open the crash dump le.
Additional information 145
7. Analyze the le. 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.
146 Chapter 7 Troubleshooting guide
Display Issue: Pixel Anomalies
All HP notebook displays adhere to strict quality and reliability specications. 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 specic 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 O
●Combination = in any combination and any color that are always on or o
Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses
the following set of criteria when damaged displays are submitted for warranty coverage.
Source: HP Notebook PCs and Tablets - About LCD Panel Defects and Terminology for Notebook PCs and
Tablets
Table 7-8 Electrical defect allowances
Panel resolution Accept Reject
Sub-pixel faults
VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD N ≤ 2 Type 1
N ≤ 2 Type 2
N ≥ 3 Type 1
WXGA+, SXGA+, HD+, SXGA+ N ≤ 3 Type 1
N ≤ 3 Type 2
N ≥ 4 Type 1
WSXGA+, UXGA, FHD, WUXGA N ≤ 4 Type 1
N ≤ 4 Type 2
N ≥ 5 Type 1
QHD, QHD+, WQXGA, UD N ≤ 5 Type 1
N ≤ 5 Type 2
N ≥ 6 Type 1
Electrical defect clusters (defects within a 5x5 pixel block)
Minimum distance between ANY allowable defects (unless otherwise specied) 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/o Not allowed
Horizontal line(s) on/o Not allowed
Vertical line(s) on/o Not allowed
NOTE: All LCD panel defects should be examined at the highest possible resolution using both the brightest
and darkest possible backgrounds, as some sub-pixel failures may not be readily visible under certain
conditions.
NOTE: Contact support for assistance if issues are not listed.
Additional information 147
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 ow
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.
148 Chapter 7 Troubleshooting guide
Connector types
IMPORTANT: Connector pins and connector gold ngers should not be touched directly with bare hands.
There are several dierent types of connectors on the system board with dierent requirements for cable
removal or insertion.
Flex cable
When connecting ex cables, push the cable completely, evenly into the connector.
When removing ex 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 at tool to pull connector evenly. Do not pull on cable to remove.
Slide connector into receptacle on same horizontal plane as board and use at tool to push evenly into
receptacle.
Additional information 149
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 rmly 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 at 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 148.
150 Chapter 7 Troubleshooting guide
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 o 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 nger to make selections.
●To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or
use the up arrow key or the down arrow key on the keyboard.
●To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow
the on-screen instructions.
Using Computer Setup 151
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 eect 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 151.
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 eect 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 les called SoftPaqs.
Some download packages contain a le named Readme.txt, which contains information regarding installing
and troubleshooting the le.
Determining the BIOS version
To decide whether you need to update Computer Setup (BIOS), rst 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.
152 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7
1. Start Computer Setup. See Starting Computer Setup on page 151.
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 153.
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 identier. You may need this information to
locate the update later, after it has been downloaded to your hard drive.
b. Follow the on-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
You will need to access this path when you are ready to install the update.
NOTE: If you connect your computer to a network, consult the network administrator before installing
any software updates, especially system BIOS updates.
BIOS installation procedures vary. Follow any instructions that are revealed on the screen after the download
is complete. If no instructions are revealed, follow these steps:
1. Select Start > Computer.
2. Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3. Using the hard drive path you recorded earlier, open the folder that contains the update.
4. Double-click the le that has an .exe extension (for example, lename.exe).
The BIOS installation begins.
5. Complete the installation by following the on-screen instructions.
Using Computer Setup 153
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded le
from your hard drive.
Changing the boot order using the f9 prompt
To dynamically choose a boot device for the current startup sequence, follow these steps:
1. Access the Boot Device Options menu:
●Computers or tablets with keyboards:
▲Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot
Device Options menu.
●Tablets without keyboards:
▲Turn o 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.
2. 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 151.
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 congured 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 congured and already enabled so that most users can use the HP Sure Start default
conguration. The default conguration 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.
154 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7
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 o 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 nger to make selections.
●To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or
use the up arrow key or the down arrow key on the keyboard.
●To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow
the on-screen instructions.
Using Computer Setup 155
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 eect 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 151.
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 eect when the computer restarts.
NOTE: Your password settings and security settings are not changed when you restore the factory settings.
156 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10
Updating the BIOS
Updated versions of the BIOS may be available on the HP website.
Most BIOS updates on the HP website are packaged in compressed les called SoftPaqs.
Some download packages contain a le named Readme.txt, which contains information regarding installing
and troubleshooting the le.
Determining the BIOS version
To decide whether you need to update Computer Setup (BIOS), rst 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 151.
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 157.
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 identier. You may need this information to
locate the update later, after it has been downloaded to your hard drive.
b. Follow the on-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
You will need to access this path when you are ready to install the update.
Using Computer Setup 157
NOTE: If you connect your computer to a network, consult the network administrator before installing
any software updates, especially system BIOS updates.
BIOS installation procedures vary. Follow any instructions that are revealed on the screen after the download
is complete. If no instructions are revealed, follow these steps:
1. Type file in the taskbar search box, and then select File Explorer.
2. Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3. Using the hard drive path you recorded earlier, open the folder that contains the update.
4. Double-click the le that has an .exe extension (for example, lename.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 le
from your hard drive.
Changing the boot order using the f9 prompt
To dynamically choose a boot device for the current startup sequence, follow these steps:
1. Access the Boot Device Options menu:
●Computers or tablets with keyboards:
▲Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot
Device Options menu.
●Tablets without keyboards:
▲Turn o 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.
2. 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 151.
2. Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
158 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10
Using HP Sure Start (select products only)
Select computer models are congured 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 congured and already enabled so that most users can use the HP Sure Start default
conguration. The default conguration can be customized by advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support, and select your
country. Select Drivers & Downloads, and then follow the on-screen instructions.
Using HP Sure Start (select products only) 159
10 Using HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The 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 160.
b. Hard drive
c. BIOS
3. 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
les are oered.
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 specic product
1. Go to http://www.hp.com/support, and then select your country. The HP Support page is displayed.
2. Click Drivers & Downloads.
160 Chapter 10 Using HP PC Hardware Diagnostics (UEFI)
3. Use the categories listed to nd 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.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 161
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 hard drive is corrupted or has been replaced. The Driver Recovery
DVD installs specic drivers and applications. See Creating recovery media with HP Recovery Disc
Creator on page 162.
2. Use Windows Backup and Recovery tools to perform the following:
●Back up individual les and folders
●Back up your entire hard drive (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 les to restore the contents of your computer. See Backing
up your information on page 163.
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 oers 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
162 Chapter 11 Backup and recovery in Windows 7
applications if the hard drive becomes corrupted. HP Recovery Disc Creator can create two kinds of recovery
DVDs:
●Windows 7 operating system DVD—Installs the operating system without additional drivers or
applications.
●Driver Recovery DVD—Installs specic 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 les, 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 hard drive, a network drive, or discs.
Note the following when backing up:
●Store personal les in the Documents library, and back it up regularly.
●Back up templates that are stored in their associated directories.
●Save customized settings that appear in a window, toolbar, or menu bar by taking a screen shot of your
settings. The screen shot can be a time-saver if you have to reset your preferences.
●When backing up to discs, number each disc after removing it from the drive.
NOTE: For detailed instructions on various backup and restore options, perform a search for these topics in
Help and Support. To access Help and Support, select Start > Help and Support.
NOTE: Windows includes the User Account Control feature to improve the security of your computer. You
may be prompted for your permission or password for tasks such as installing software, running utilities, or
changing Windows settings. Refer to Help and Support. To access Help and Support, select Start > Help and
Support.
Creating recovery media and backups 163
To create a backup using Windows Backup and Restore:
NOTE: The backup process may take over an hour, depending on le 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 les:
●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 x 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
hard drive image. The image includes the Windows operating system and software programs installed at
the factory.
NOTE: If you are unable to boot (start up) your computer and you cannot use the system repair media you
previously created (select 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 165.
Using the Windows recovery tools
Using the Windows recovery tools, you can:
●Recover individual les
●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 les.
To recover your information using Startup Repair, follow these steps:
CAUTION: Some Startup Repair options will completely erase and reformat the hard drive. All les 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.
164 Chapter 11 Backup and recovery in Windows 7
1. If possible, back up all personal les.
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 165.
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 hard drive contents and reformats the hard drive. All les that you
have created and any software that you have installed on the computer are permanently removed. The f11
recovery tool reinstalls the operating system and HP programs and drivers that were installed at the factory.
Software not installed at the factory must be reinstalled.
To recover the original hard drive image using f11:
1. If possible, back up all personal les.
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 165.
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 hard drive contents and reformats
the hard drive. All les that you have created and any software that you have installed on the computer are
permanently removed. When reformatting is complete, the recovery process helps you restore the operating
system, as well as drivers, software, and utilities.
To initiate recovery using a Windows 7 operating system DVD:
Performing a system recovery 165
NOTE: This process takes several minutes.
1. If possible, back up all personal les.
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 rst, and then install Recommended Applications.
166 Chapter 11 Backup and recovery in Windows 7
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 hard drive is corrupted or has been replaced. For
information on creating recovery media, see Creating HP Recovery media (select products only)
on page 167. For information on the recovery options that are available using the recovery media, see
Using Windows tools on page 168.
●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 169.
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 nd 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 168.
●If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery
Manager to create recovery media after you successfully set up the computer. HP Recovery media can be
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the
original operating system and software programs that were installed at the factory and then congures
Creating recovery media and backups 167
the settings for the programs. HP Recovery media can also be used to customize the system or restore
the factory image if you replace the hard drive.
◦Only one set of recovery media can be created. Handle these recovery tools carefully, and keep
them in a safe place.
◦HP Recovery Manager examines the computer and determines the required storage capacity for
the media that will be required.
◦To create recovery discs, your computer must have an optical drive with DVD writer capability, and
you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use
rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray)
discs; they are not compatible with HP Recovery Manager software. Or, instead, you can use a high-
quality blank USB ash 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 nd 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 nished creating all of the recovery DVDs.
HP Recovery Manager will nish 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 169.
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:
168 Chapter 12 Backup and recovery in Windows 10
IMPORTANT: Not all methods are available on all products.
●Windows oers 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.
▲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 169. If you have not already
created recovery media, see Creating HP Recovery media (select products only) on page 167.
●On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the hard drive, you can use the Factory Reset option of HP Recovery media. For more
information, see Recovering using HP Recovery Manager on page 169.
●On select products, if you want to remove the recovery partition to reclaim hard drive space, HP
Recovery Manager oers the Remove Recovery Partition option.
For more information, see Removing the HP Recovery partition (select products only) on page 171.
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 167.
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 nal attempt to correct
computer issues.
●HP Recovery media must be used if the computer hard drive fails. If you have not already created
recovery media, see Creating HP Recovery media (select products only) on page 167.
●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 167.
●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 nd 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:
Restore and recovery 169
NOTE: Only the options available for your computer display when you start the recovery process.
●System Recovery—Reinstalls the original operating system, and then congures the settings for the
programs that were installed at the factory.
●Factory Reset—Restores the computer to its original factory state by deleting all information from the
hard drive and re-creating the partitions. Then it reinstalls the operating system and the software that
was installed at the factory.
The HP Recovery partition (select products only) allows System Recovery only.
Using the HP Recovery partition (select products only)
The HP Recovery partition allows you to perform a system recovery without the need for recovery discs or a
recovery USB ash drive. This type of recovery can be used only if the hard drive is still working.
To start HP Recovery Manager from the HP Recovery partition:
IMPORTANT: For a tablet with a detachable keyboard, connect the keyboard to the keyboard dock before
beginning these steps (select products only).
1. Type recovery in the taskbar search box, select Recovery Manager, and then select HP Recovery
Environment.
- or-
For computers or tablets with keyboards attached, press f11 while the computer boots, or press and
hold f11 as you press the power button.
For tablets without keyboards:
Turn on or restart the tablet, and then quickly hold down the volume down button; then select f11.
- or -
Turn on or restart the tablet, and then quickly hold down the Windows button; then select f11.
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.
Using HP Recovery media to recover
You can use HP Recovery media to recover the original system. This method can be used if your system does
not have an HP Recovery partition or if the hard drive is not working properly.
1. If possible, back up all personal les.
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 170.
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 ash drive.
To change the boot order:
170 Chapter 12 Backup and recovery in Windows 10
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 ash 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 hard drive space.
IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery
or create HP recovery media from the HP Recovery partition. So before you remove the Recovery partition,
create HP Recovery media; see Creating HP Recovery media (select products only) on page 167.
NOTE: The Remove Recovery Partition option is only available on products that support this function.
Follow these steps to remove the HP Recovery partition:
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2. Select Remove Recovery Partition, and then follow the on-screen instructions.
Restore and recovery 171
13 Specications
Computer specications
Metric U.S.
Dimensions
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 ngerprint reader, 9-cell
battery, backlit keyboard, touchpad)
2.7 kg 5.95 lb
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.
172 Chapter 13 Specications
Hard drive specications
1-TB* 500-GB**
Dimensions
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
Transfer rate
Synchronous (maximum) 1.1 GB/sec 1.1 GB/sec
Security ATA security ATA security
Seek times (typical read, including setting)
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
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.
Hard drive specications 173
M.2 solid-state drive specications
256-GB* 512-GB*
Dimensions
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
Transfer rate
Sequential Read
Random Read
Up to 540 MB/s
Up to 85K IOPs
Up to 500 MB/s
Up to 84K IOPs
Sequential Write
Random Write
Up to 280 MB/s
Up to 67K IOPs
Up to 455 MB/s
Up to 59K IOPs
Ready time, Maximum (to not busy) 1.0 s 3.0 s
Access times
Logical 0.1 0.1
Total logical sectors 500,118,192 1.000.215.216
Operating temperature
Operating
Non-operating
0° to 70°C (32°F to 158°F)
-55° to 90°C (-67°F to 194°F)
0° to 70°C (32°F to 158°F)
-40° to 85°C (-40°F to 185°F)
*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.
174 Chapter 13 Specications
M.2 PCIe solid-state drive specications
256-GB* 512-GB*
Dimensions
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
Transfer rate
Sequential Read
Random Read
Up to 2150 MB/s
Up to 300,000 IOPs
Up to 2150 MB/s
Up to 300,000 IOPs
Sequential Write
Random Write
Up to 1260 MB/s
Up to 100,000 IOPs
Up to 1550 MB/s
Up to 100,000 IOPs
Ready time, Maximum (to not busy) 1.0 s 1.0 s
Access times
Logical 0.1 0.1
Total logical sectors 500,118,192 1,000,215,216
Operating temperature
Operating
Non-operating
0° to 70°C (32°F to 158°F)
-40° to 80°C (-40°F to
176°F)
0° to 70°C (32°F to 158°F)
-40° to 85°C (-40°F to
185°F)
*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 PCIe solid-state drive specications 175
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 o and the hard drive has been removed.
HP Business PC products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
The amount of nonvolatile memory present in the system depends upon the system conguration. Intel-
based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from
HP, assuming that no subsequent modications 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 nite 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 177.
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.
176 Chapter 14 Statement of memory volatility
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.
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 ngerprint 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.
2. Complete one of the following:
●Remove and retain the storage drive.
– or –
●Clear the drive contents by using a third party utility designed to erase data from an SSD.
– or –
●Clear the contents of the drive by using the following BIOS Setup Secure Erase command option
steps:
IMPORTANT: If you clear data using Secure Erase, it cannot be recovered.
a. Turn on or restart the computer, and then press esc while the "Press the ESC key for Startup Menu"
message is displayed at the bottom of the screen.
b. Select the Security menu and scroll down to the Utilities menu.
c. Select Hard Drive Tools.
d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
Legacy BIOS Steps
Use the steps for older versions of BIOS.
NOTE: If you already completed the steps in Current BIOS steps on page 176, skip this section.
1. 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.
177
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
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 hard drive and disable protection. At the automatic drive lock warning screen,
select Yes to continue. Repeat this procedure if more than one hard drive has an Automatic
DriveLock password.
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 ngerprint 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.
2. Complete one of the following:
●Remove and retain the storage drive.
– or –
●Clear the drive contents by using a third party utility designed to erase data from an SSD.
– or –
●Clear the contents of the drive by using the following BIOS Setup Secure Erase command option
steps:
IMPORTANT: If you clear data using Secure Erase, it cannot be recovered.
a. Turn on or restart the computer, and then press esc while the "Press the ESC key for Startup Menu"
message is displayed at the bottom of the screen.
b. Select the Security menu and scroll down to the Utilities menu.
c. Select Hard Drive Tools.
d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
– or –
●Clear the contents of the drive by using the following Disk Sanitizer command steps:
IMPORTANT: If you clear data using Disk Sanitizer, it cannot be recovered.
178 Chapter 14 Statement of memory volatility
NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer
into an AC outlet before starting.
a. Turn on or restart the computer, and then press esc while the "Press the ESC key for Startup Menu"
message is displayed at the bottom of the screen.
b. Select the Security menu and scroll down to the Utilities menu.
c. Select Hard Drive Tools.
d. Under Utilities, select Disk Sanitizer, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
179
Nonvolatile memory usage
Nonvolatile
Memory Type
Amount (Size) Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
What is the
purpose of this
memory?
How is data input into this
memory?
How is this memory
write-protected?
HP Sure Start ash
(select models
only)
2 MBytes No Yes Provides
protected
backup of
critical System
BIOS code, EC
rmware, and
critical PC
conguration
data for select
platforms that
support HP
Sure Start.
For more
information,
see Using HP
Sure Start
(select models
only)
on page 183.
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.
Real Time Clock
(RTC) battery
backed-up CMOS
conguration
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 write-
protected.
Controller (NIC)
EEPROM
64 KBytes (not
customer
accessible)
No Yes Stores NIC
conguration
and NIC
rmware.
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 non-
functional.
DIMM Serial
Presence Detect
(SPD)
conguration 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 specic write-
protection method varies
by memory vendor.
System BIOS 4 MBytes to 5
MBytes
Yes Yes Stores system
BIOS code and
PC
conguration
data.
System BIOS code is
programmed at the factory.
Code is updated when the
system BIOS is updated.
Conguration 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 non-
functional.
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 &
180 Chapter 14 Statement of memory volatility
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
Engine Firmware
(present in only
specic 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.)
1.5 MBytes or 5
MBytes
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 rmware 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
congured to enforce
hardware protection to
block all direct read/write
access to this area. An
Intel utility is required for
updating the rmware.
Only rmware updates
digitally signed by Intel
can be applied using this
utility.
Bluetooth ash 2 Mbit No Yes Stores
Bluetooth
conguration
and rmware.
Bluetooth ash 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 ash
requires an upgrade.
802.11 WLAN
EEPROM
4 Kbit to 8 Kbit No Yes Stores
conguration
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 rmware
upgrade is necessary to
address a unique issue.
Web camera 64 Kbit No Yes Stores webcam
conguration
and rmware.
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 rmware
upgrade is necessary to
address a unique issue.
Fingerprint reader 512 KByte ash Yes Yes Stores
ngerprint
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 ash.
Nonvolatile memory usage 181
Questions and answers
1. How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and
answer 6 for steps to securely erase data.
Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for
information about resetting the keys.
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.
2. What is a UEFI BIOS, and how is it dierent from a legacy BIOS?
The Unied Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface
between the platform rmware 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
conguration settings and to change the conguration 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 conguration 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 rmware 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 ash memory chip. A utility is required to write to the chip.
4. What kind of conguration 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 conguration
data.
6. How can the BIOS security be reset to factory defaults and data erased?
182 Chapter 14 Statement of memory volatility
IMPORTANT: Resetting will result in the loss of information.
These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the keys.
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.
7. 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 Conguration, and then follow the on-screen
instructions.
c. At the Secure Boot Conguration 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 congured 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 congured and enabled. HP Sure Start is congured and already enabled so that most
users can use the HP Sure Start default conguration. The default conguration can be customized by
advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support, and select your
country. Select Drivers & Downloads, and then follow the on-screen instructions.
Using HP Sure Start (select models only) 183
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 conguration 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 specic 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
184 Chapter 15 Power cord set requirements
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 exible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set ttings (appliance coupler and
wall plug) must bear the certication mark of the agency responsible for evaluation in the country or region where it will be used.
2. The exible 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) conguration.
3. The appliance coupler, exible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese
Dentori Law. The exible cord must be Type VCT or VCTF, 3-conductor, 1.00-mm² conductor size. The wall plug must be a two-
pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V) conguration.
4. The exible cord must be Type RVV, 3-conductor, 0.75-mm² conductor size. Power cord set ttings (appliance coupler and wall
plug) must bear the certication mark of the agency responsible for evaluation in the country or region where it will be used.
5. The exible cord must be Type VCTF, 3-conductor, 0.75-mm² conductor size. Power cord set ttings (appliance coupler and wall
plug) must bear the certication mark of the agency responsible for evaluation in the country or region where it will be used.
Requirements for specic countries and regions 185
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.
186 Chapter 16 Recycling
Index
A
AC adapter, spare part numbers 23
Antenna Kit, WLAN
spare part number 19
Antenna Kit, WWAN
spare part number 19
audio, product description 3
audio-out (headphone)/audio-in
(microphone) combo jack,
identifying 13
B
Backup and Restore 164
backup tools 162
backups 167
creating 163
recovering 164
battery
removal 31
spare part numbers 17, 31
battery light 14
battery light, identifying 11
BIOS
determining version 152, 157
downloading an update 153,
157
updating 152, 157
Blu-ray R/RE DVD±RW SuperMulti
Double-Layer Drive
precautions 25
Blu-ray ROM DVD±RW SuperMulti
Double-Layer Drive
precautions 25
Bluetooth label 15
boot order
changing 170
bottom 15
bottom cover
removal 29
spare part number 18, 29
Bracket Kit
components 20
spare part number 20
buttons
center pointing stick 7
center TouchPad 7
left TouchPad 7
power 9
removal 66
right pointing stick 7
right TouchPad 7
TouchPad on/o 7
volume mute 10
wireless 9
C
Cable Kit
components 20
spare part number 20
cables, service considerations 25
caps lock light, identifying 8
chipset, product description 1
components
bottom 14
display 6
front 11
left side 12
right side 13
top 7
computer
major components 16
specications 172
Computer Setup
navigating and selecting 151,
155
restoring factory settings 152,
156
connector, power 14
connectors, service considerations
25
D
display assembly
removal 67
spare part numbers 17, 67
display bezel
removal 35, 68
spare part numbers 19, 36, 69
display panel
product description 1
removal 36, 69
spare part numbers 19
display rear cover
spare part number 19
display subcomponents
removal 35
spare part numbers 35
display/webcam cable
removal 72
Display/Webcam Cable Kit
spare part number 19
docking
product description 4
drive light 11
Driver Recovery DVD,
creating 162
using for restore 165
drives, preventing damage 25
DVD-ROM Drive
precautions 25
DVD±RW SuperMulti Double-Layer
Drive
precautions 25
E
EDP bracket
illustrated 20
electrostatic discharge 25
equipment guidelines 28
esc key, identifying 10
Ethernet, product description 3
external monitor port 12
F
f11 recovery 165
fan
removal 51
spare part number 18
spare part numbers 51
ngerprint reader
identifying 10
ngerprint reader bezel, illustrated
21
Index 187
ngerprint reader board
removal 56
spare part number 17, 56
ngerprint reader board bracket
illustrated 20
removal 56
fn key, identifying 10
function keys 10
G
graphics board
removal 62
spare part numbers 17, 62
graphics, product description 1
grounding guidelines 25
guidelines
equipment 28
grounding 25
packaging 27
transporting 27
workstation 27
H
hard drive
precautions 25
product description 2
removal 54
spare part numbers 17, 22, 54
specications 173
hard drive bracket
illustrated 22
removal 55
Hard Drive Hardware Kit
contents 22
spare part number 17, 22
hard drive recovery 165
HDMI port
identifying 13
heat sink assembly
removal 58
spare part numbers 18, 58
hinge
removal 72
spare part number 19, 72, 73
hinge cover
removal 67
HP PC Hardware Diagnostics (UEFI)
using 160
HP Recovery Disc Creator, using 162
HP Recovery Manager
correcting boot problems 170
starting 170
HP Recovery media
creating 167
recovery 170
HP Recovery partition
checking for presence 165
recovery 170
removing 171
using for recovery 165
HP Sure Start 183
I
integrated numeric keypad,
identifying 10
integrated webcam light,
identifying 6
internal microphones, identifying 6
J
jacks
audio-out (headphone)/audio-in
(microphone) combo 13
network 12
RJ-45 (network) 12
K
keyboard
product description 4
removal 45
spare part numbers 17, 45
keypad
integrated numeric 10
keys
esc 10
fn 10
function 10
num lock 10
Windows key 10
L
labels
Bluetooth 15
regulatory 15
serial number 15
service 15
wireless certication 15
WLAN 15
LED board
removal 50
spare part number 17
left pointing stick button,
identifying 7
legacy support, USB 151, 155
lights
battery 11, 14
caps lock 8
drive 11
microphone mute 8
num lock 8
power 8, 11
RJ-45 (network) 12
TouchPad 8
webcam 6
wireless 8, 11
lock bracket
removal 75
M
M.2 solid-state drive
specications 174, 175
mass storage device
illustrated 22
precautions 25
spare part numbers 22
memory
nonvolatile 176
volatile 176
memory card reader, identifying 12
memory module
product description 2
removal 33
spare part numbers 17, 33
microphone
product description 3
microphone module
removal 37, 71
spare part number 19, 38, 72
microphone mute light, identifying
8
microphones, internal 6
minimized image recovery 170
minimized image, creating 169
model name 1
N
network jack, identifying 12
nonvolatile memory 176
188 Index
num lock light 8
O
operating system, product
description 4
optical drive
precautions 25
original system recovery 169
P
packaging guidelines 27
plastic parts, service
considerations 24
Plastics Kit
components 21
spare part number 21
pointing device, product
description 4
pointing stick 7
pointing stick cable
illustrated 20
ports
external monitor 12
HDMI 13
product description 3
USB 3.0 13
USB 3.0 charging (powered) 12
USB Type-C (Thunderbolt–3–
enabled) 13
power button, identifying 9
power connector, identifying 14
power cord
set requirements 184
spare part numbers 23
power lights 8, 11
power requirements, product
description 4
primary M.2
product description 2
processor
product description 1
product description
audio 3
chipset 1
display panel 1
docking 4
Ethernet 3
external media cards 3
graphics 1
hard drive 2
keyboard 4
memory module 2
microphone 3
operating system 4
pointing device 4
ports 3
power requirements 4
processor 1
product name 1
security 4
serviceability 5
solid-state drive 2
video 3
wireless 3
product name 1
product name and number,
computer 15
R
readers
memory card 12
smart card 13
rear corner cover
removal 64
recover
options 168
recovery
discs 168, 170
HP Recovery Manager 169
media 170
starting 170
supported discs 168
system 169
USB ash drive 170
using HP Recovery media 168
recovery media
creating 167
creating using HP Recovery
Manager 168
recovery media, creating 162
recovery media, using for restore
165
recovery partition 165
removing 171
recovery tools 162
recovery tools, Windows 164
recovery, system 164
regulatory information
regulatory label 15
wireless certication labels 15
removal/replacement
procedures 29, 35
removing personal data from volatile
system memory 176
restoring the hard drive 165
RJ-45 (network) jack, identifying 12
RJ-45 (network) lights, identifying
12
RTC battery
removal 43
spare part number 17, 43
S
Screw Kit, spare part number 23
SD card reader insert, illustrated 21
secondary M.2
product description 2
security cable slot, identifying 12
security, product description 4
serial number 15
serial number, computer 15
service considerations
cables 25
connectors 25
plastic parts 24
service labels, locating 15
serviceability, product description 5
setup utility
navigating and selecting 151,
155
restoring factory settings 152,
156
SIM card
removal 32
slots
security cable 12
smart card bracket
illustrated 20
smart card reader
removal 53
spare part number 17, 53
smart card reader, identifying 13
solid-state drive
precautions 25
product description 2
removal 39
spare part numbers 18, 22, 39
Speaker Kit, spare part number 17
Index 189
speakers
removal 48
spare part number 17, 48
speakers, identifying 11, 14
specications
computer 172
hard drive 173
M.2 solid-state drive 174, 175
Startup Repair, using 164
supported discs, recovery 168
Sure Start
using 154, 159
system board
removal 63
spare part numbers 18, 63
system memory, removing personal
data from volatile 176
system recovery 169
system restore point
creating 168
system restore point, creating 167
T
thermal board
spare part number 17
tools required 24
top cover
spare part number 17
TouchPad
buttons 7
touchpad cable
illustrated 20
TouchPad light, identifying 8
touchpad module
removal 49
spare part number 17, 49
TouchPad on/o button,
identifying 7
TouchPad zone
identifying 7
TPM settings 154, 158
transporting guidelines 27
traveling with the computer 15
U
USB 3.0 charging (powered) port,
identifying 12
USB 3.0 ports 13
USB legacy support 151, 155
USB ports, identifying 13
USB Type-C (Thunderbolt-3–enabled
ports, identifying 13
USB-C bracket
illustrated 20
V
vents, identifying 14
VGA cap, illustrated 21
video, product description 3
volume mute button, identifying 10
W
webcam light, identifying 6
webcam, identifying 6
webcam/microphone module
removal 37, 71
spare part number 19, 38, 72
Windows
system restore point 167, 168
Windows 7 operating system DVD
creating 162
using for restore 165
Windows 7 operating system media
creating 162
using for restore 165
Windows key, identifying 10
Windows Startup Repair, using 164
Windows tools
using 168
wireless antennas
identifying 6
WLAN 6
WWAN 6
wireless button, identifying 9
wireless certication label 15
wireless light 8
wireless light, identifying 11
wireless, product description 3
WLAN antennas, identifying 6
WLAN device 15
WLAN label 15
WLAN module
removal 40
spare part numbers 18, 40
workstation guidelines 27
WWAN antennas, identifying 6
WWAN module
removal 42
spare part numbers 18, 42
190 Index