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HP Z VR Backpack G1 Maintenance And Service Manual

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HP Z VR Backpack G1 Workstation
Maintenance and Service Guide

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  • Page 1 HP Z VR Backpack G1 Workstation Maintenance and Service Guide...
  • Page 2 HP End User License Agreement (EULA). If Not all features are available in all editions of HP Inc. under license. Intel and Core are you do not accept these license terms, your sole Windows.
  • Page 3 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product description ....................................1 2 Product features ....................................... 3 Standard configuration features ............................3 Top components ..................................4 Right (side) components ................................. 5 Left components ..................................6 Bottom ....................................... 6 3 Illustrated parts catalog ................................... 7 Computer major components ..............................
  • Page 6 Remotely deploying BIOS and drivers ..............34 Analyze the issue ............................... 34 5. Remove or uninstall recently added hardware, software ..........34 6. HP Hardware Diagnostics and Tools ..................35 HP PC Hardware Diagnostics (UEFI) ..............35 HP Support Assistant (HPSA) ................. 37 HP BIOS Configuration Utility (BCU) ...............
  • Page 7 Display ................................. 65 Display anomalies ......................... 65 Symptom ........................65 Quick check ........................ 66 HP PC Hardware Diagnostics (UEFI) for video test ..........66 Display assembly diagram ..................67 Dead pixel ............................67 No video (internal) ........................67 No video (external) ........................68 DisplayPort/VGA ..........................
  • Page 8 Network Connectivity Ethernet (RJ-45 jack) ................71 Network connectivity wireless (WLAN) ..................72 USB ..............................73 Speaker, headphone - audio issues ................... 74 Thunderbolt (TB) ........................... 75 Storage ................................76 Hard drive/solid-state drive not recognized ................77 No boot to operating system (no read/write error) ..............77 Read-write error ...........................
  • Page 9 Using HP Sure Start (select products only) ........................102 9 Using HP PC Hardware Diagnostics (UEFI) ............................103 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ................103 10 Backing up, restoring, and recovering ............................105 Creating recovery media and backups ..........................105 Using HP Recovery media (select products only) ..................
  • Page 10 14 Recycling ......................................119 Index ........................................... 120...

  • Page 11: Product Description

    Product description Category Description Product Name HP Z VR Backpack G1 Workstation Processor 8th-generation Intel® Core™ i7-7820 HQ, 2400 MHz, 6 MB, L3, 45 W Chipset Intel QM 175 Graphics NVIDIA Quadro P5200, (VRAM, 16 GB, GDDR5), 256 bit Memory...
  • Page 12 Category Description Dock connector Power Battery: requirements Internal, 55 WHr, 3p, 2s, (20–minute operation in throttled mode, attached) AC adapter: 330 W Smart PFC, non-slim barrel, 7.4 mm straight Power cord: 1.5 m, (C13) Security Security lock Trusted Platform Module 2.0 (Infineon, soldered down) Operating system Preinstalled: Windows 10 Pro 64...

  • Page 13: Product Features

    Product features Standard configuration features Features may vary depending on the model. For support assistance and to learn more about the hardware and software installed on the computer model, run the HP Support Assistant utility. Standard configuration features...

  • Page 14: Top Components

    Top components Item Component Power button DC out for VR headset USB 3.0 Type-A ports (2) HDMI 2.0 port Mini DP, (DP 1.4 ready) USB Type-C power connector and Thunderbolt port, 15 W, PCIe G3 x4 Audio out (headphone)/Audio-in (microphone) combo jack Chapter 2 Product features...

  • Page 15: Right (Side) Components

    Right (side) components Item Component USB Type-C SuperSpeed ports (2) Vent Right (side) components...

  • Page 16: Left Components

    Left components Item Component Vent Power connector Bottom Item Component Left battery connector Left docking port connector Docking port Right battery connector Chapter 2 Product features...

  • Page 17: Illustrated Parts Catalog

    GNRC, SODIMM 8 GB 2400 MHz 1.2v, DDR4 862398-855 GNRC, SODIMM 16 GB 2400 MHz 1.2v, DDR4 865396-855 Cables Component Spare part number Battery cable kit L02926-001 Cable kit L02926-001 DC-in cable L05345-001 HP ZVR Backpack combo cable L20517-001 Computer major components...

  • Page 18: Miscellaneous Parts

    Miscellaneous parts Component Spare part number Antenna kit L02924-001 Power cord with C5 receptacle, 1.00-meter (3.28-feet) For use in The United Kingdom 100613-016 For use in Europe 100614-011 For use in the Australia 100661-016 For use in Italy 109197-010 For use with NEMA 121565-016 For use in Italy 109197-010...

  • Page 19: Removal And Replacement Procedures Preliminary Requirements

    Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: Phillips P0 screwdriver ● ● Torx driver (T10) Thin, flat and non-conductive prying tool. ● CAUTION: Use a non-conductive tool. A conductive tool can damage the system board, chassis or components.

  • Page 20: Cables And Connectors

    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.

  • Page 21: Grounding Guidelines

    Grounding guidelines Electrostatic discharge damage Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many cases, ESD contains enough power to alter device parameters or melt silicon junctions. A discharge of static electricity from a finger or other conductor can destroy static-sensitive devices or microcircuitry.

  • Page 22: Packaging And Transporting Guidelines

    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.

  • Page 23: Equipment Guidelines

    Equipment guidelines Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation. When seated, wear a wrist strap connected to a grounded system. Wrist straps are flexible straps with a ● minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap snugly against the skin at all times.

  • Page 24: Removal And Replacement Procedures For Authorized Service Provider Parts

    Accessing these parts can damage the computer or void the warranty. CAUTION: This computer does not have user-replaceable parts. Only HP authorized service providers should perform the removal and replacement procedures described here. Accessing the internal part could damage the computer or void the warranty.
  • Page 25 Remove the six Torx screws securing the top cover (2). Insert a thin, flat and non-conductive prying tool into the small gap between the HDMI and USB port, and then pry the cases apart. CAUTION: Use a non-conductive tool. A conductive tool can damage the system board, chassis or components.

  • Page 26: Fans

    Fans Description Spare part number Fans L05349-001 Follow these steps to remove the fans: Shut down the computer. If you are unsure whether the computer is off or in hibernation, turn the computer on, then shut it down through the operating system. Disconnect all external devices connected to the computer.
  • Page 27 Disconnect the memory fan cable (2) and then remove the memory fan (3). Reverse this procedure to install the fans. Component replacement procedures...

  • Page 28: Antennas

    Antennas Description Spare part number Antenna kit L02924-001 Follow these steps to remove the antenna: Shut down the computer. If you are unsure whether the computer is off or in hibernation, turn the computer on, then shut it down through the operating system. Disconnect all external devices connected to the computer.

  • Page 29: Battery

    Battery Follow these steps to remove the battery: Shut down the computer. If you are unsure whether the computer is off or in hibernation, turn the computer on, then shut it down through the operating system. Disconnect all external devices connected to the computer. Disconnect the power from the computer by first unplugging the power cord from the AC outlet and then unplugging the AC adapter from the computer.

  • Page 30: Solid State Drive

    Solid state drive Description Spare part number 256 GB, M2, PCIE, NVME, TLC L03121-001 512 GB, M2, PCIE, NVME, TLC L03122-001 1 TB, M2, PCIE, NVME, TLC L03123-001 Follow these steps to remove the solid state drive (SSD): Shut down the computer. If you are unsure whether the computer is off or in hibernation, turn the computer on, then shut it down through the operating system.

  • Page 31: Heat Sink

    Heat sink Description Spare part number Heat sink L05348-001 Follow these steps to remove the heat sink: Shut down the computer. If you are unsure whether the computer is off or in hibernation, turn the computer on, then shut it down through the operating system. Disconnect all external devices connected to the computer.

  • Page 32: Memory Modules

    Memory modules Description Spare part number SODIMM, 8 GB, 2400 MHz, 1.2 v, DDR4 862398-855 SODIMM, 16 GB, 2400 MHz, 1.2 v, DDR4 865396-855 NOTE: It is not necessary to remove the memory module to remove the system board. Remove the memory module only if it needs to be replaced.
  • Page 33 Grasp the edge of the memory module (2), and then gently pull the module out of the slot. Use the same procedure to remove both memory modules. CAUTION: To prevent damage to the memory modules, hold the memory modules by the edges only. Do not touch the components on the memory modules.

  • Page 34: Wlan Module

    WLAN module Description Spare part number WLAN assembly, 11 ac, 2 x 2, INT, 8265 NGW WdP 918855-855 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.

  • Page 35: System Board

    System board Description Spare part number Intel Core i7-7820 HQ, 2400 MHz/6 MB L3, Quad, cTDP, 45 W L02930-001 Intel Core i7-7820 HQ, 2400 MHz/6 MB L3, Quad, cTDP, 45 W, WIN L02930-601 Follow these steps to remove the system board: Shut down the computer.
  • Page 36 Carefully lift the system board out of the computer (2). Reverse this procedure to install the system board. Chapter 5 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 37: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup, the BIOS validates the functionality of the following subsystems and conditions: ● AC adapter ● System board power ● Processor failure ●...
  • Page 38 The main area (DXE) of BIOS has CAP/NUM 2.2 - Power Follow the Crisis Recovery instructions at become corrupted and there is no Blink = 2 http://support.hp.com/us-en/document/ recovery binary image available (red.white) c02693833/. The embedded controller policy CAP/NUM 2.3 - Power...

  • Page 39: Troubleshooting Guide

    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.

  • Page 40: Resources

    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.

  • Page 41: Boot Up Sequence

    Power-On Self-Test (POST) verifies that hardware components (processor, hard drive, memory, etc.) are functional. When POST is complete, the HP logo displays briefly and then disappears. If there are errors, the computer may exhibit blinking lights and POST error messages Common issues: lights blink, error message appears, hangs.
  • Page 42 No wake up on page 62 on page 52 Unresponsive on page 63 Burnt smell on page 53 Slow performance on page 63 HP Smart Adapter warning message on page 64 Incorrect time and date on page 64 a,b,c similar symptoms...

  • Page 43: Examine The Environment

    72 error) on page 77 on page 82 No video (external) USB on page 73 Read-write error HP Thermal Monitor on page 68 on page 78 Speaker, headphone - on page 38 DisplayPort/VGA audio issues on page 74...

  • Page 44: Perform A Visual Inspection Of Hardware

    Note that some customer company policies prohibit updates. Check your company policy before taking action. The updates may include fixes for your computer issues, and they may also enhance system performance. HP continually improves the update process to make it easier. The BIOS update can be done locally through a manual process, through an automatic installation, or through a remote installation on multiple units.

  • Page 45: Hp Hardware Diagnostics And Tools

    6. HP Hardware Diagnostics and Tools HP offers different diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. Make sure to check for the latest versions before use. HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly.
  • Page 46 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).” Chapter 7 Troubleshooting guide...

  • Page 47: Hp Support Assistant (Hpsa)

    HPSA is preinstalled on every new HP PC with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest version is installed to receive the most benefit. For more information, see http://www.hp.com/go/hpsupportassistant.

  • Page 48: Hp Bios Configuration Utility (Bcu)

    HP BIOS Configuration Utility (BCU) HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This can help identify any settings that may be contributing to an issue.

  • Page 49: Status Lights, Blinking Light Codes, Troubleshooting Lights, And Post Error Messages

    Off: The battery is fully charged. Front hard drive light Blinking white: The hard drive is being accessed. Amber: HP 3D DriveGuard has temporarily parked the hard drive. Rear AC adapter light White: The computer is connected to external power.

  • Page 50: Blinking Light Codes

    ● ● 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 Attempt to reseat the memory module and then repeat the test.

  • Page 51: Resolve The Issue

    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.

  • Page 52: Soft Reset (Default Settings)

    If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the Enter key. 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.

  • Page 53: 11. Test With Minimum Configuration

    Essential hardware configuration NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink, fan, etc. If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.

  • Page 54: Safe Mode

    TouchPad, or display. Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. See Non HP diagnostics tools on page 38 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 55: Verify Solution

    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.

  • Page 56: During Operation

    Press the TouchPad On/Off button light. If the light toggles on or off, the TouchPad is likely operating correctly. Consulting with HP Service If further HP support is required, a lot of the following information may be requested when you call, so it may be helpful to take notes. ●...

  • Page 57: Common Issues And Possible Solutions

    ● Applicable error messages Add-on boards or hardware ● ● Third-party hardware or software Operating system type and revision level ● Common issues and possible solutions This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure classification on page 31 tables.
  • Page 58 Verify battery condition/status for removing/replacing the battery Check battery condition (overall result, cycle life, voltage, etc.) using HP PC Hardware Diagnostics (UEFI) or HPSA tools. Verify that battery is installed properly in battery bay without a gap and that latch locks are tight (for models with removable batteries).

  • Page 59: Intermittent Power-On, Shutdown, Reboot

    Intermittent power-on, shutdown, reboot Items Procedures Symptoms Possible causes ● Does not always turn on Electrical short, fluctuating power source, unstable power rails, loose connections, bent pins, stray wires, dust, obvious damage, nearly faulty parts (bulging/leaking capacitor). ● Intermittently hangs Potentially will turn into a no power issue soon (No Power on page 47).

  • Page 60: Ac Adapter Issue

    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.
  • Page 61 (6. HP Hardware Diagnostics and Tools on page ● 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 Verify that battery is recognized and charging.

  • Page 62: Battery Discharges Too Fast

    To conserve battery power, turn off Wireless On-Off button and other peripherals/USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness. Follow HP instructions of how to maintain battery and increase battery life. Chapter 7 Troubleshooting guide...

  • Page 63: Burnt Smell

    Perform hardware reset (8. Hard reset on page 41) and verify that HP Logo is presented correctly on display screen when pressing F10. 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.

  • Page 64: Blinking Lights

    Items Procedures If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 34) and perform soft reset (9. Soft reset (Default Settings) on page 42) if needed. Go to next step to verify display. Verify display ●...

  • Page 65: Diagnostics Error Messages

    Restore hardware to its original condition (i.e., bootable solid-state drive instead of hard drive). Reseat suspected components and verify connection. Test suspected components using HP PC Hardware Diagnostics (UEFI) tool. Note An Error Message means the system has finished BIOS hardware validation and is ready to launch the Startup Menu.

  • Page 66: Bios Password

    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.

  • Page 67: Intermittent Shutdown

    Verify functionality of AC adapter alone. If no functionality, test with a verified working adapter. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC Hardware Diagnostics (UEFI) tool. Verify connection of power button, power cable.

  • Page 68: Blue Screen

    35) to isolate major faulty hardware issues. ● 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.
  • Page 69 If you can start Windows: Update BIOS and drivers (4. Update BIOS and drivers on page 34) to support updates for incompatibilities. Get all the latest updates, using Windows Update. Undo recent changes: – Startup using Last Known Good Configuration. –...

  • Page 70: Freeze At Windows Logo (Hang/Lockup)

    Conflict of instructions from multiple programs or drivers; installing a new hardware or program that is not compatible (may also cause a blue screen error—see blue ● HP Logo displays briefly screen issue). ● Attempt to boot to operating system and freeze/hang at Windows logo ●...

  • Page 71: Electromagnetic Interference (Emi)

    34). Roll back to previous version may be necessary. Go to safe mode to install drivers. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 35) to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 34).

  • Page 72: No Wake Up

    No wake up Items Procedures Symptoms Possible causes When resuming from a power Power-saving mode; multiple-display setting. management state the computer may Troubleshooting steps display: Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, ● Blank screen and POST error messages on page 39) is blinking (indicating Sleep state).

  • Page 73: Unresponsive

    Unresponsive Items Procedures Symptom Possible causes Unresponsive Program in use has stopped responding to commands. Troubleshooting steps If possible, use the Windows Task Manager to isolate and terminate the offending process. Attempt the normal Windows shutdown procedure. Restart the computer using the power button. Slow performance Items Procedures...

  • Page 74: Hp Smart Adapter Warning Message

    Test the adapter on a verified working computer. Contact HP for configuration 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.

  • Page 75: Display

    The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians. However, HP highly recommends that users and technicians observe specific symptom vs. generic symptoms and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.

  • Page 76: Quick Check

    ● ● Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the “HP PC Diagnostics 3-in-1 USB Key” tool) Review the video troubleshooting in the Display section below for specific issues and possible solutions. For additional information about display problems, refer to documentation provided by the product manufacturer.

  • Page 77: Display Assembly Diagram

    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 95 for the HP dead pixel policy.

  • Page 78: No Video (External)

    Verify if sound output is configured correctly in Control Panel > Sound Manager. Perform hard reset (4. Update BIOS and drivers on page 34). Update BIOS and drivers (4. Update BIOS and drivers on page 34) when sound is heard but no video on HDTV. References http://support.hp.com/us-en/document/c01186408 Chapter 7 Troubleshooting guide...

  • Page 79: No Or Bad External Video Via Docking

    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.

  • Page 80: I/O Devices

    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.).

  • Page 81: Network Connectivity Ethernet (Rj-45 Jack)

    Amber (right): network is showing activity. Test with HP Support Assistant in Windows. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. Examine Ethernet ports on the computer, docking station, and wall for damage, dust, obstructions.

  • Page 82: Network Connectivity Wireless (Wlan)

    Verify that the wireless light is on. If the light is amber, press the wireless button to enable the wireless device. Test with HP Support Assistant in Windows. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. Wireless Adapter Properties - U-APSD support...

  • Page 83: Usb

    Items Procedures Symptoms Possible causes ● USB devices are not recognized USB devices do not have the latest software drivers, port insufficient power, or not compliant. ● USB devices are not charging NOTE: USB Type-C uses a different connector entirely Examples of USB device Not Recognized Troubleshooting steps Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB...

  • Page 84: Speaker, Headphone - Audio Issues

    Verify that sound card is detected in Windows Device Manager. Reinstall the latest audio driver. Test audio device using HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Audio). Test with a verified working operating system. If issue is resolved, restore full operating system.

  • Page 85: Thunderbolt (Tb)

    Thunderbolt (TB) Items Procedures Symptom Possible causes Thunderbolt device not working BIOS, drivers, and user settings. Troubleshooting steps Update to the latest BIOS and choose appropriate TB Port settings. Reset User Account Settings to default. Update Intel Thunderbolt software that includes firmware version (for TB controller), driver version (operating system driver), and application version.

  • Page 86: Storage

    ● If all 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 ●...

  • Page 87: Hard Drive/Solid-State Drive Not Recognized

    Use the HP Hardware Diagnostics tool to verify the drive is recognized and test it. If the hard drive fails diagnostics, record failure and have the drive replaced.

  • Page 88: Read-Write Error

    (primary partition of 200 GB max). 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 the tests pass, see Common Blue Screen Error Messages on page 89 detailed troubleshooting steps.

  • Page 89: Noisy Hard Drive

    Verify original hard drive connection and flex cable. Reseat hard drive and connection. Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and have the hard drive replaced. If no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation (some hard drives make a clicking noise when highly fragmented).

  • Page 90: Mechanical

    Therefore, the fan error is generated based on previous boot to operating system that found system fan error. Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. Chapter 7 Troubleshooting guide...

  • Page 91: Noise (Sound)

    Noise (sound) Items Procedures Symptoms Possible causes Computer emits abnormal noise Aside from basic components (power adapter/supply, fan, speaker, hard drive, optical drive, display panel, external devices), it is also common for electronic components to produce noise. Troubleshooting steps Inspect external power source and change to verified working one. Determine whether the noise comes from AC power adapter.

  • Page 92: Fan Runs Constantly

    Therefore, the fan error is generated based on previous boot to operating system that found system fan error. Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. Chapter 7 Troubleshooting guide...

  • Page 93: Thermal Shutdown (Hot)

    Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 35).

  • Page 94: Additional Information

    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.

  • Page 95: Blinking Lights And Boot Error Codes

    Blinking lights and boot error codes The information below is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. 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.

  • Page 96: Graphics Controller Error (No Controller)

    Sure Start has identified a problem (Manual Recovery Policy Set) This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure Start will normally repair this type of issue; however, on this computer HP Sure Start has been configured to...

  • Page 97: Post Error Messages And User Actions

    <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.
  • Page 98 For more information, see the chapter titled “Removal and replacement procedures for Customer Self-Repair parts.” Fan not operating The system fan may be malfunctioning. correctly For information on troubleshooting heat-related issues, see http://support.hp.com/us-en/document/c01007591. If the system fan continues to malfunction, contact support. Chapter 7 Troubleshooting guide...

  • Page 99: Routine Maintenance For Performance Improvement

    Routine Maintenance for Performance Improvement 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. Run Windows Update. Scan for and remove viruses. Scan for and remove spyware and adware.

  • Page 100: Microsoft General Troubleshooting Of Windows Bug Check Codes

    If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available. ● Try running HP PC Hardware Diagnostics (UEFI). Check with the manufacturer to see if an updated system BIOS or firmware is available. ●...

  • Page 101: Windows Software Development Kit (Sdk)

    Windows Software Development Kit (SDK) Download the SDK from the following link: https://dev.windows.com/en-US/downloads/windows-10-sdk Set up the SDK in the configuration window (Windows 10 shown). Select features to install. Additional information...
  • Page 102 Run the SDK as an administrator. 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. Chapter 7 Troubleshooting guide...
  • Page 103 Open the crash dump file. Additional information...
  • Page 104 Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2. Chapter 7 Troubleshooting guide...

  • Page 105: Display Issue: Pixel Anomalies

    Combination = in any combination and any color that are always on or off Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses the following set of criteria when damaged displays are submitted for warranty coverage.

  • Page 106: Cable Management

    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. ●...

  • Page 107: Connector Types

    Connector types IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands. There are several different types of connectors on the system board with different requirements for cable removal or insertion. Flex cable When connecting flex cables, push the cable completely, evenly into the connector. When removing flex cables from a ZIF connector on the system board, always follow these steps: Squeeze on the top of the retaining latch attached to the cable end of the connector.
  • Page 108 Multi-pin horizontal insert connector (LVDS cable to display panel) Insert procedure: Slide connector evenly into receptacle on same horizontal plane as PCB connector. Pull lock bar to insert and push both side connector horizontally to firmly lock. Tape down lock bar over the panel to hold in position. Reverse the procedure above to remove the connector: Remove tape.

  • Page 109: Computer Setup (Bios), Tpm, And Hp Sure Start

    Starting Computer Setup ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Using a USB keyboard or USB mouse to start Computer Setup (BIOS) You can start Computer Setup by using a keyboard or mouse connected to a USB port, but you must first disable FastBoot.

  • Page 110: Restoring Factory Settings In Computer Setup

    Updated versions of the BIOS may be available on the HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs. Some download packages contain a file named Readme.txt, which contains information regarding installing and troubleshooting the file.

  • Page 111: Downloading A Bios Update

    Do not shut down the computer or initiate Sleep. Do not insert, remove, connect, or disconnect any device, cable, or cord. Type support in the taskbar search box, and then select the HP Support Assistant app. – or – Select the question mark icon in the taskbar.

  • Page 112: Changing The Boot Order Using The F9 Prompt

    If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.

  • Page 113: Using Hp Pc Hardware Diagnostics (Uefi)

    NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are offered. There are two options to download HP PC Hardware Diagnostics to a USB device.
  • Page 114 Additional BIOS crisis recovery tool HP provides a BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3-in-1 USB key. This tool can be used by HP authorized service providers to recover systems that have failed due to a corrupted BIOS. For more information about using the 3-in-1 USB key for BIOS crisis recovery, go to http://www.hp.com/go/techcenter/...

  • Page 115: 10 Backing Up, Restoring, And Recovering

    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...

  • Page 116: Using Windows Tools

    HP Recovery media can also be used to customize the system or restore the factory image if you replace the hard drive.

  • Page 117: Using The Hp Cloud Recovery Download Tool (Select Products Only)

    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).

  • Page 118: Using The Hp Recovery Partition (Select Products Only)

    105. ● 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. You can find contact information from the HP website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen instructions.

  • Page 119: Using Hp Recovery Media To Recover

    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.

  • Page 120: 11 Specifications

    11 Specifications Item Value Dimensions Overall Width 9.14 in (232.12 mm) Depth 12.49 in (317.22 mm) Height 2.26 in (57.3 mm) Approximate Weight Workstation compute module-4.49 lb (2 kg) Complete compute module with harness and external batteries–8.82 lb (4 kg) Power Supply PC internal battery 20-minute operation...

  • Page 121: 12 Power Cord Set Requirements

    12 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.
  • Page 122 Country/region Accredited agency Applicable note number Sweden SEMKO Switzerland Taiwan BSMI The United Kingdom The United States The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used. The flexible cord must be Type SPT-3 or equivalent, No.

  • Page 123: 13 Statement Of Memory Volatility

    Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
  • Page 124 Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning message. The computer will reboot. During the reboot, press while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen.

  • Page 125: Nonvolatile Memory Usage

    A utility is required for Computer Setup (BIOS) or a writing data to this custom utility. memory and is available on the HP website; go to http://www.hp.com/ support. Select Find your product, and then follow Nonvolatile memory usage 115...
  • Page 126 Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP ProtectTools call to write to the flash. Security Manager. 116 Chapter 13 Statement of memory volatility...

  • Page 127: Questions And Answers

    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.

  • Page 128: Using Hp Sure Start (Select Models Only)

    BIOS to its previously safe state, without user intervention. Those select computer models ship with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.
  • Page 129 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.
  • Page 130 27 heat sink power requirements, product BIOS removal and replacement 21 description 2 determining version 100 HP PC Hardware Diagnostics (UEFI) power supply 110 downloading an update 101 using 103 primary storage updating 100 HP Recovery Manager product description 1...
  • Page 131 106 removal and replacement 14 system 107 TPM settings 102 USB flash drive 109 using HP Recovery media 106 USB Type-A port, location 4 recovery media creating using HP Recovery Manager 106 Vent, location 5 using 105...

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