HP ZBook 15v G5 Maintenance And Service Manual
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HP ZBook 15v G5 Maintenance And Service Manual

Mobile workstation
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HP ZBook 15v G5 Mobile Workstation
Maintenance and Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.

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Summary of Contents for HP ZBook 15v G5

  • Page 1 HP ZBook 15v G5 Mobile Workstation Maintenance and Service Guide IMPORTANT! This document is intended for HP authorized service providers only.
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License Not all features are available in all editions of Intel, Celeron, and Pentium are trademarks of Agreement (EULA).
  • 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 Getting to know your computer ........................7 Right side ................................7 Left side ................................. 8 Display ..................................9 Keyboard area ..............................10 TouchPad ............................10 Lights ..............................11 Button and speakers ......................... 12 Special keys ............................
  • Page 6 Remotely deploying BIOS and drivers ............80 Analyze the issue ..........................80 5. Remove or uninstall recently added hardware, software .......... 80 6. HP Hardware Diagnostics and Tools ................81 HP PC Hardware Diagnostics (UEFI) ............. 81 HP Support Assistant (HPSA) ............... 83 HP BIOS Configuration Utility (BCU) .............
  • Page 7 Performance (OS) ..........................102 Intermittent shutdown ....................103 Blue screen ........................104 Freeze at Windows Logo (hang/lockup) ............... 106 Electromagnetic Interference (EMI) ................107 No wake up ........................108 Unresponsive ........................ 109 Slow performance ......................109 HP Smart Adapter warning message ................110...
  • Page 8 Display ............................. 110 Display anomalies ......................110 Symptom ....................111 Quick check ....................111 HP PC Hardware Diagnostics (UEFI) for video test ........112 Display assembly diagram ................. 113 Dead pixel ........................113 No video (internal) ......................113 No video (external) ....................... 114 DisplayPort/VGA ......................
  • Page 9 Backing up information and creating recovery media ..................153 Using Windows tools ........................153 Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ... 153 Restoring and recovery ............................. 154 Restoring, resetting, and refreshing using Windows tools ............154 Recovering using HP Recovery media .....................
  • Page 10 Using HP PC Hardware Diagnostics UEFI ......................156 Starting HP PC Hardware Diagnostics UEFI ..................157 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ..........157 Downloading the latest HP PC Hardware Diagnostics UEFI version ......157 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) ....................

  • Page 11: Product Description

    Supports Nvidia Optimus Technology Supports Open GL 4.5/Open CL 1.2/Vulkan 1.0 Supports up to 4 total displays (through discrete card) (3 on UMA [through HP Elite 90W Thunderbolt 3 Dock or HP Thunderbolt Dock 230W G2]) Supports Nvidia Mosaic Technology Panel 39.6-cm (15.6-in), white light-emitting diode (WLED), slim flat...
  • Page 12 Table 1-1 Product components and their descriptions (continued) Category Description Memory Two non-customer-accessible/upgradable memory module slots DDR4-2666 dual channel support Supports up to 32 GB of non-ECC system RAM in the following configurations (Intel Core or Xeon processors): ● 32768-MB total system memory (16384×2) ●...
  • Page 13 Ethernet Intel Ethernet Connection I219-LM 10/100/1000 The following support S3/S4/S5 wake on LAN/HBMA (via out of band): embedded NIC, HP Elite USB-C Desk Dock, HP USB-C Universal Dock, HP Thunderbolt Dock 230W G2, and HP USB-C Mini Dock. The following support S3 wake on LAN/HBMA (via Windows operating system): Elite USB-C Dock, HP Executive Travel Hub, and HP Travel Hub.
  • Page 14 Table 1-1 Product components and their descriptions (continued) Category Description HP ZBook Dock with Thunderbolt 3 (150W) HP ZBook Dock with Thunderbolt 3 (200W) HP Elite USB-C Desk Dock HP USB-C Universal Dock HP USB-C Mini Dock Keyboard/pointing Keyboard devices...
  • Page 15 Table 1-1 Product components and their descriptions (continued) Category Description Windows 10 Workstation Edition USB Windows 10 USB Windows 10 Pro 64 USB Certified: Microsoft WHQL Web-only support: Windows 10 Enterprise 64 Windows 10 Enterprise 64 LTSB 1607 Serviceability End-user replaceable parts AC adapter...
  • Page 16 Chapter 1 Product description...

  • Page 17: Getting To Know Your Computer

    To reduce the risk of personal injury, adjust the volume before putting on headphones, earbuds, or a headset. For additional safety information, see the Regulatory, Safety, and Environmental Notices. To access this guide: Select the Start button, select HP Help and Support, and then select HP ▲ Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled.

  • Page 18: Left Side

    Drive light ● Blinking white: The hard drive is being accessed. Amber: HP 3D DriveGuard has temporarily parked the hard drive. ● Memory card reader Reads optional memory cards that enable you to store, manage, share, or access information.

  • Page 19: Display

    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: Type support in the taskbar search bar, and then select the HP Support Assistant app. – or – Click the question mark icon in the taskbar.

  • Page 20: Keyboard Area

    Keyboard area TouchPad Table 2-4 TouchPad components and their descriptions Component Description TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen. Left TouchPad button Functions like the left button on an external mouse. Right TouchPad button Functions like the right button on an external mouse.

  • Page 21: Lights

    Lights Table 2-5 Lights and their descriptions Component Description Power light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a power- saving state. The computer shuts off power to the display and other unneeded components. ●...

  • Page 22: Button And Speakers

    Button and speakers Table 2-6 Button and speakers and their descriptions Component Description Power button When the computer is off, press the button to turn on the ● computer. When the computer is on, press the button briefly to ● initiate Sleep.

  • Page 23: Special Keys

    Special keys Table 2-7 Special keys and their descriptions Component Description Displays system information when pressed in combination with key. Executes specific functions when pressed in combination with another key. Windows key Opens the Start menu. NOTE: Pressing the Windows key again will close the Start menu.

  • Page 24: Action Keys

    Action keys An action key performs the function indicated by the icon on the key. To determine which keys are on your product, see Special keys on page To use an action key, press and hold the key. ▲ Table 2-8 Action keys and their descriptions Icon Description...

  • Page 25: Bottom

    Table 2-8 Action keys and their descriptions (continued) Icon Description NOTE: A wireless network must be set up before a wireless connection is possible. Turns the airplane mode and wireless feature on or off. NOTE: The airplane mode key is also referred to as the wireless button. NOTE: A wireless network must be set up before a wireless connection is possible.

  • Page 26: Labels

    Locate this information before you contact support. Table 2-10 Service label components Component HP product name Model number Product ID Serial number Warranty period Regulatory label(s)—Provide(s) regulatory information about the computer.

  • Page 27: Illustrated Parts Catalog

    Illustrated parts catalog Computer major components NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Computer major components...
  • Page 28 Table 3-1 Computer major components and their descriptions Item Component Spare part number Display assembly not spared NOTE: For display assembly subcomponent spare part information, see Display assembly subcomponents on page Top cover/keyboard (includes thermal grease and keyboard connector Mylar) L25111-xxx NOTE: For a detailed list of keyboard country codes, see...
  • Page 29 Table 3-1 Computer major components and their descriptions (continued) Item Component Spare part number (16) System board (includes thermal pad kit and thermal grease) All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows 10 operating system For use in models with discrete graphics memory: Intel Core i7-8850H processor L25093-xx1...
  • Page 30 Table 3-1 Computer major components and their descriptions (continued) Item Component Spare part number 512 GB, Z Turbo Drive L25108-001 512 GB, PCIe, NVMe, self-encrypting drive, Opal 2, TLC L25104-001 256 GB, Z Turbo Drive L25107-001 256 GB, PCIe, NVMe, TLC L25101-001 256 GB, PCIe, NVMe, self-encrypting drive, Opal 2, TLC L25100-001...

  • Page 31: Display Assembly Subcomponents

    Display assembly subcomponents Table 3-2 Display components and their descriptions Item Component Spare part number Display bezel For use in models with a standard HD camera L25221-001 For use in models with an IR camera L25222-001 Display assembly subcomponents...
  • Page 32 Table 3-2 Display components and their descriptions (continued) Item Component Spare part number Display enclosure support brackets Left L20312-001 Right L20311-001 Hinge brackets (left and right) L21053-001 Hinges (left and right; includes thermal pad kit and thermal grease) L30367-001 Camera module, HD (includes microphone rubber) L20771-001 Camera boards HD camera board...

  • Page 33: Mass Storage Devices

    Mass storage devices Table 3-3 Mass storage devices and their descriptions Item Component Spare part number Hard drive (includes sponge; does not include brackets, connector board, or cable): 2-TB, 5400-rpm 912487-857 2-TB, 5400-rpm, hybrid drive 929167-856 1-TB, 5400-rpm 766457-858 1-TB, 5400-rpm, hybrid drive 924036-859 500-GB, 7200-rpm 703236-856...

  • Page 34: Miscellaneous Parts

    256 GB, SATA-3, TLC L25110-001 Miscellaneous parts Table 3-4 Miscellaneous parts and their descriptions Component Spare part number HP Smart AC adapter (PFC, slim, 4.5 mm) 150 W 917649-850 120 W 710415-001 Power cord (C5), 1 meter: For use in Argentina...
  • Page 35 HP Nano Dual Lock 918433-001 HP stereo USB headset 840340-001 HP USB laser mouse 674318-001 HP Comfort Grip Wireless Mouse 691922-001 HP USB External DVD+/-RW Drive 747080-001 HP ZBook Thunderbolt 3, 1 meter cable 914966-001 Top load case 679921-001 Miscellaneous parts...
  • Page 36 Chapter 3 Illustrated parts catalog...

  • Page 37: 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: Non-marking, plastic pry tool ● Thin tool to disengage feet from bottom cover ● Phillips P0 and P1 magnetic screwdrivers ●...

  • Page 38: Drive Handling

    Drive handling CAUTION: Drives are fragile components that must be handled with care. To prevent damage to the computer, damage to a drive, or loss of information, observe these precautions: Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 39: Packaging And Transporting Guidelines

    Table 4-1 Static electricity occurrence based on activity and humidity (continued) Typical electrostatic voltage levels Relative humidity Event Walking across vinyl floor 12,000 V 5,000 V 3,000 V Motions of bench worker 6,000 V 800 V 400 V Removing DIPS from plastic tube 2,000 V 700 V 400 V...

  • Page 40: Equipment Guidelines

    Avoid contact with pins, leads, or circuitry. ● ● Turn off power and input signals before inserting or removing connectors or test equipment. Equipment guidelines Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation. ●...

  • Page 41: Removal And Replacement Procedures For Authorized Service Provider Parts

    Accessing these parts can damage the computer or void the warranty. NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Component replacement procedures...
  • Page 42 Remove the display bezel (4). To remove the HD camera module: Position the display assembly with the top edge toward you. Disconnect the cable (1) from the camera module. Pry up to disengage the camera module from the adhesive that secures it to the display (2). To remove the infrared (IR) camera module: Chapter 5 Removal and replacement procedures for Authorized Service Provider parts...
  • Page 43 Position the display assembly with the top edge toward you. Disconnect the cables from the sides of the camera module (1). Pry up to disengage the camera module from the adhesive that secures it to the display (2). To remove the IR camera board and/or HD camera board: Position the display assembly with the top edge toward you.
  • Page 44 Remove the two Phillips M2.0×3.0 screws (1) that secure the display panel to the top of the enclosure. Remove the four broad head Phillips M2.5×3.0 screws (2) that secure the display panel to the bottom of the enclosure. Remove the cover plates (1) and the display brackets (2). The panel is secured to the display enclosure with long strips of tape.
  • Page 45 Lift the top of the display panel off the display rear cover (2). Use the following illustration to determine tape installation location when replacing the panel. Position the top of the adhesive at the right angle marks (1), place the adhesive on the display enclosure (2), and then remove the paper from the adhesive (3).
  • Page 46 Rotate the display panel onto the keyboard (1) to gain access to the display cable connection on the back of the panel. On the back of the display panel, release the adhesive strip that secures the display panel cable to the display panel (2), and then disconnect the cable (3).
  • Page 47 If replacing the raw display panel, install the EMI gaskets (1) and cover gaskets (2) as shown in the following image: NOTE: The gaskets are included in the raw display panel spare parts kits. Reverse this procedure to reassemble and install the display assembly components. Component replacement procedures...

  • Page 48: Bottom Cover

    Bottom cover Table 5-1 Bottom cover description and number Description Spare part number Bottom cover for use in models with discrete graphics memory L25083-001 Bottom cover for use in models with UMA graphics memory L29289-001 Before removing the bottom cover, follow these steps: Shut down the computer.
  • Page 49 Using a non-marking tool, start prying near the middle of the computer near the display and work around to separate the bottom cover from computer (1), and then remove the bottom cover (2). Reverse this procedure to install the bottom cover. Component replacement procedures...

  • Page 50: Battery

    Battery Table 5-2 Battery description and number Description Spare part number Battery, 4 cell, 70 Wh, 4.55 Ah (includes Mylar and sponge) 917724-856 Battery, 4 cell, 52 Wh, 4.55 Ah (includes Mylar and sponge) L08855-856 Before disassembling the computer, follow these steps: Shut down the computer.
  • Page 51 Component replacement procedures...

  • Page 52: Wlan Module

    WLAN module Table 5-3 WLAN module description and number Description Spare part number Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.0 Combo Adapter (vPro) L28418-005 Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.0 Combo Adapter (non-vPro) L22634-005 Miscellaneous Kit (includes WLAN Mylar, hard drive cover Mylar, fingerprint reader Mylar, and fingerprint L29469-001...
  • Page 53 Remove the WLAN module by pulling the module away from the slot at an angle (3). NOTE: If the WLAN antennas are not connected to the terminals on the WLAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WLAN module.

  • Page 54: Memory Module

    Memory module Table 5-4 Memory module description and number Description Spare part number Memory module, DDR4-2666, ECC (for use in models with an Intel Xeon processor): 16-GB L24981-005 ● ● 8-GB L24983-005 Memory module, DDR4-2666, non-ECC (for use in models with an Intel Core processor): ●...
  • Page 55 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 module, hold the memory module by the edges only. Do not touch the components on the memory module.

  • Page 56: Solid-State Drive (Ssd)

    Solid-state drive (SSD) Table 5-5 Solid-state drive (SSD) description and number Description Spare part number 2 TB, PCIe, NVMe, TLC L25103-001 1 TB, PCIe, NVMe, TLC L25099-001 1 TB, Z Turbo Drive L25106-001 1 TB, SATA-3, TLC L25109-001 512 GB, PCIe, NVMe, TLC L25105-001 512 GB, Z Turbo Drive L25108-001...
  • Page 57 Reverse this procedure to reassemble and install the solid-state drive. Component replacement procedures...

  • Page 58: Hard Drive

    Hard drive NOTE: The hard drive spare part kit does not include the hard drive bracket or cable. Table 5-6 Hard dive description and number Description Spare part number Hard drives: 2-TB, 5400-rpm 912487-857 2-TB, 5400-rpm, hybrid drive 929167-856 1-TB, 5400-rpm 766457-858 1-TB, 5400-rpm, hybrid drive 924036-859...
  • Page 59 Remove the hard drive from the computer (4). To remove the hard drive bracket and connector, pull the connector away from the hard drive (1). Remove the four Phillips M3.0×3.0 screws (2) that secure the bracket to the hard drive. Pull the bracket away from the sides of the hard drive to remove it (3).

  • Page 60: Card Reader Board

    Card reader board Table 5-7 Card reader board description and number Description Spare part number Card reader board L25225-001 Card reader board cable L20330-001 Before removing the card reader board, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 61: Fans

    Fans Table 5-8 Fans description and number Description Spare part number Fan for use over system processor (CPU) L25224-001 Fan for use over graphics processor (VGA) L25223-001 NOTE: To properly ventilate the computer, allow at least 7.6 cm (3.0 in) of clearance on the left side of the computer.
  • Page 62 Remove the fans from the computer (5). Reverse this procedure to install the fans. Chapter 5 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 63: Heat Sink

    Heat sink NOTE: The heat sink spare part kit includes replacement thermal materials. Table 5-9 Heat sink description and number Description Spare part number Heat sink for use in models with discrete graphics memory L25086-001 Heat sink for use in models with UMA graphics memory L25085-001 Thermal pad kit L25230-001...
  • Page 64 Each time the heat sink is removed, thoroughly clean the thermal material from the system board components (1)(3) and the associated surfaces of the heat sink (2)(4). Replacement thermal material is included with the heat sink and system board spare part kits. Reverse this procedure to install the heat sink.

  • Page 65: Touchpad Board

    TouchPad board Table 5-10 TouchPad board description and number Description Spare part number TouchPad board L29290-001 TouchPad bracket L20331-001 TouchPad board cable (includes Mylar) L20332-001 Before removing the TouchPad board, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 66 Reverse this procedure to install the TouchPad board. Chapter 5 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 67: Usb Board And Security Bracket

    USB board and security bracket Table 5-11 USB board and security bracket description and number Description Spare part number USB board L25088-001 USB board cable L30368-001 Security bracket L20353-001 Before removing the USB board and security bracket, follow these steps: Shut down the computer.
  • Page 68 Rotate the back of the board up and pull it away from the side of the computer to remove it (6). Reverse this procedure to install the USB board and security bracket. Chapter 5 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 69: Audio Board

    Audio board Table 5-12 Audio board description and number Description Spare part number Audio board L25087-001 Audio board cable L20328-001 Before removing the audio board and security bracket, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 70: Fingerprint Reader Module

    Fingerprint reader module Table 5-13 Fingerprint reader module description and number Description Spare part number Fingerprint reader module L25098-001 Fingerprint reader module cable L25233-001 Before removing the fingerprint reader module, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 71: Power Button Board

    Power button board Table 5-14 Power button description and number Description Spare part number Power button board (includes rubber and thermal grease) L30366-001 Power button board cable (includes thermal pad kit and thermal grease) L20352-001 Before removing the power button board, follow these steps: Shut down the computer.
  • Page 72 Reverse this procedure to install the power button board and cable. Chapter 5 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 73: System Board

    System board NOTE: The system board spare part kit includes replacement thermal materials. Table 5-15 System board description and number Description Spare part number System board (includes thermal pad kit and thermal grease) All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows 10 operating system For use in models with discrete graphics memory:...
  • Page 74 (2): Keyboard backlight cable (ZIF) (3): TouchPad cable (ZIF) (4): Audio board cable (ZIF) (5): Fingerprint reader cable (ZIF) (6): Display cable (ZIF) (7): Speaker cable Remove the eight Phillips M2.0×3.0 screws (1) that secure the system board to the computer. Remove the Phillips M2.0×5.0 screw (2) that secures the system board to the computer.
  • Page 75 Rotate the interior side of the board upward (1), and then disconnect the USB board cable (2) and the card reader board cable (3) from the ZIF connectors underneath the system board. Reverse this procedure to install the system board. Component replacement procedures...

  • Page 76: Speakers

    Speakers Table 5-16 Speakers description and number Description Spare part number Speakers (include thermal grease) L25229-001 Before removing the speakers, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 77: Display Assembly

    Display assembly You can remove the display bezel, display panel, and camera module without removing the display assembly from the computer. For more information, see Display subcomponents (bezel, panel, camera) on page 31.You must remove the display assembly to remove the remaining subcomponents, as described in this section. Display subcomponent spare parts are listed at Display assembly subcomponents on page Before removing the display assembly, follow these steps:...
  • Page 78 To remove the display hinges: Remove the three Phillips broad head M2.5×3.0 screws (1) that secure each hinge to the display enclosure. Remove the display hinges (2). To remove the wireless antennas an cables, release the cables from the clips built into the side of the display enclosure, and then remove the antennas and cables.
  • Page 79 To remove the display/camera cable, remove the cable from the clips built into the side of the display enclosure, and then remove the cable from the display enclosure. Models with an IR camera Models with an HD camera Component replacement procedures...
  • Page 80 Use the following image to determine proper cable routing around the left hinge for the camera/display cable and the wireless antenna cables. (1): Display/camera cable routing path (2): Antenna cable routing path If replacing the display enclosure, be sure that the subcomponents (including the camera/microphone module, the antenna receivers, and all associated cables and hardware) are transferred to the new enclosure.

  • Page 81: Top Cover/Keyboard

    Top cover/keyboard The top cover/keyboard spare part remains after all other spare parts have been removed. The top cover/keyboard spare part kit includes the keyboard, keyboard cable and the keyboard backlight cable. In this section, the first table provides the main spare part number for the keyboard. The second table provides the country codes.
  • Page 82 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 83: 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 84 BIOS The main area (DXE) of BIOS has CAP/NUM 2.2 - Power Follow the Crisis Recovery instructions at become corrupted and there is Blink = 2 http://support.hp.com/us-en/document/ no recovery binary image (red.white) c02693833/. available The embedded controller policy CAP/NUM 2.3 - Power...

  • Page 85: 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 86: 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 87: Identify The Issue

    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 88 Battery discharges too fast No wake up on page 108 on page 98 Unresponsive on page 109 Burnt smell on page 99 Slow performance on page 109 HP Smart Adapter warning message on page 110 a,b,c similar symptoms Chapter 7 Troubleshooting guide...

  • Page 89: Examine The Environment

    Fan runs constantly on page 113 error) on page 126 on page 131 TouchPad on page 119 No video (external) Read-write error HP Thermal Monitor on page 114 on page 127 Network Connectivity on page 84 Ethernet (RJ-45 jack) DisplayPort/VGA...

  • Page 90: 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 91: Hp Hardware Diagnostics And Tools

    Make sure to check for the latest versions before use. HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics (UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves.
  • Page 92 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 93: 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/...

  • Page 94: 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 95: 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 96: Blinking Light Codes

    ● Processors BIOS ● Mass storage devices ● Fans ● The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI). Table 7-8 System diagnostics failure codes and user actions Error Test description Failure description code Suggested user actions...

  • Page 97: Resolve The Issue

    To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP.

  • Page 98: Soft Reset (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...

  • Page 99: 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 100: 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 84 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 101: 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 102: During Operation

    Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption. 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). Remove all optical and flash drives from your system before turning it on.

  • Page 103: Consulting With Hp Service

    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 ●...
  • Page 104 Refer to battery replacement section 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 105: Intermittent Power-On, Shutdown, Reboot

    Table 7-9 Power-on issues (continued) Items Procedures At this point, there should be sufficient power from the AC adapter to the system board. Expect to hear the fan spinning and see blinking lights or error messages (i.e., faulty memory, HDD, etc) Verify system board Test essential hardware configuration (11.

  • Page 106: Ac Adapter Issues

    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 107: Battery Not Recognized, Not Charging

    Use HP Hardware Diagnostics (UEFI) (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.

  • Page 108: 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. Also reference http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3.

  • Page 109: Burnt Smell

    Perform hardware reset (8. Hard reset on page 87) 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 110: Blinking Lights

    Table 7-15 No video (with power) (continued) Items Procedures If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 80) and perform soft reset (9. Soft reset (Default Settings) on page 88) if needed.

  • Page 111: 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 112: 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 113: 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 114: Blue Screen

    Microsoft knowledge base: http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screen- errors For more information search for HP Troubleshooting Error Messages on a blue screen at http://www.hp.com. Overview of General Troubleshooting Steps for a blue screen error Note the blue screen error message and what activity was performed at the time.
  • Page 115 81) 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 116: Freeze At Windows Logo (Hang/Lockup)

    Has power, light activity, fan spinning 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). ●...

  • Page 117: Electromagnetic Interference (Emi)

    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 to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 80).

  • Page 118: No Wake Up

    Table 7-22 Electromagnetic Interference (EMI) (continued) Items Procedures Consult with support. No wake up Table 7-23 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.

  • Page 119: Unresponsive

    Unresponsive Table 7-24 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.

  • Page 120: Hp Smart Adapter Warning Message

    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 121: Symptom

    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) ●...

  • Page 122: Hp Pc Hardware Diagnostics (Uefi) For Video Test

    For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS Legacy setting. ● Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, etc.).

  • Page 123: 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 144 for the HP dead pixel policy.

  • Page 124: 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 80). Update BIOS and drivers (4. Update BIOS and drivers on page 80) when sound is heard but no video on HDTV. References http://support.hp.com/us-en/document/c01186408 114 Chapter 7 Troubleshooting guide...

  • Page 125: No Or Bad External Video Via Docking

    Be sure that external monitor is compatible with the computer. If applicable, plug the dock in different Type-C ports. For more information, see the technical white paper titled ”HP ZBook 65/150/200 W Thunderbolt 3 Dock User Guide.” Go to http://support.hp.com/, enter your model number, and then click Manuals >...

  • Page 126: Touch Screen

    Perform Microsoft System Restore and restore to a time when the system was working. Perform HP System Recovery if none of the above actions resolves the issue. References https://support.hp.com/us-en/document/c03488148 116 Chapter 7 Troubleshooting guide...

  • Page 127: 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 128: Keyboard Pointing Stick

    Keyboard pointing stick Table 7-35 Keyboard pointing stick Items Procedures Symptom Possible causes Point stick not working properly Dust trapped under point stick, loose point stick cap. Troubleshooting steps Inspect any signs of dust, liquid spill that prevent point stick from working. Check whether point stick cap is loose and reseat it if necessary.

  • Page 129: Touchpad

    Install the latest TouchPad driver. Adjust TouchPad settings (Control Panel > Mouse). Test TouchPad controller using the HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Mouse Test > Pointer Test & Drag and Drop Test). The sections below are intended for authorized service providers/technicians.

  • Page 130: Network Connectivity Wireless (Wlan)

    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 131: Usb

    Table 7-39 WLAN (continued) Items Procedures 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. Configure power management advanced settings as necessary. In the example to the left, U-APSD support (Unscheduled Automatic Power Save Delivery) is changed to Disabled to resolve an incompatible access point.

  • Page 132: Smart Card Reader

    Table 7-40 USB (continued) Items Procedures Test with verified working USB devices (keyboard, mouse, USB key) to make sure USB ports are functional. Test USB device on a verified working computer to make sure USB device is not malfunctioning. Smart card reader Table 7-41 Smart card reader Items...

  • Page 133: Speaker And 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 134: Thunderbolt (Tb)

    Thunderbolt (TB) Table 7-43 Thunderbolt 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 135: Storage

    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.

  • Page 136: 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 137: Read-Write Error

    138). 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 138 detailed troubleshooting steps.

  • Page 138: 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.

  • Page 139: Mechanical

    Verify thermal condition: Check fan and connection. Reseat fan cable. Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 81).

  • Page 140: Noise (Sound)

    Fan error message - 90B (continued) Items Procedures 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. See https://support.hp.com/us-en/document/c01657439. Noise (sound)

  • Page 141: Fan Runs Constantly

    Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. For more information, see the following links: ●...

  • Page 142: 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 81).

  • Page 143: Additional Information

    Table 7-53 Stuck power button (continued) Items Procedures Inspect power button on the top cover and on the system board to make sure these buttons moves freely. Additional information The following sections provide additional information that can be used during the troubleshooting process. Acronyms The following acronyms are used in this chapter.

  • Page 144: 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 145: Graphics Controller Error (No Controller)

    NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock 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.

  • Page 146: Sure Start Has Identified A Problem (Manual Recovery Policy Set)

    Sure Start has identified a problem (Manual Recovery Policy Set) This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure Start will normally repair this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence.
  • Page 147 Primary Battery This indicates that the primary battery has very low capacity. Replace Search http://www.hp.com/support for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Battery Check Secondary Battery This indicates that the secondary battery has very low capacity.

  • Page 148: 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. Table 7-56 Routine Maintenance for Performance Improvement Tasks Weekly Monthly Occasionally Perform a system tune up. Run Windows Update.

  • Page 149: 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 150: 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. 140 Chapter 7 Troubleshooting guide...
  • Page 151 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. ● Additional information 141...
  • Page 152 Open the crash dump file. 142 Chapter 7 Troubleshooting guide...
  • Page 153 Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2. Additional information 143...

  • Page 154: 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 155: 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 156: 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 to a ZIF connector, rotate the latch to 90 degrees, push the cable completely, evenly into the connector, and then close the latch.
  • Page 157 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 158 148 Chapter 7 Troubleshooting guide...

  • Page 159: Computer Setup (Bios), Tpm, And Hp Sure Start

    Use extreme care when making changes in Computer Setup. Errors can prevent the computer from operating properly. Starting Computer Setup Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. ▲ Navigating and selecting in Computer Setup ●...

  • Page 160: Updating The Bios

    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 161: Changing The Boot Order Using The F9 Prompt

    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.

  • Page 162: Using Hp Sure Start (Select Products Only)

    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 163: Backing Up, Restoring, And Recovering

    Using the HP Cloud Recovery Download Tool to create recovery media (select products only) You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. To download the tool: Go to the Microsoft Store and search for HP Cloud Recovery.

  • Page 164: Restoring And Recovery

    HP Recovery media is used to recover the original operating system and software programs that were installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud Recovery Download Tool. For details, see...

  • Page 165: 10 Using Hp Pc Hardware Diagnostics

    The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it. To download HP PC Hardware Diagnostics Windows, see...

  • Page 166: Downloading The Latest Hp Pc Hardware Diagnostics Windows Version

    If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.

  • Page 167: Starting Hp Pc Hardware Diagnostics Uefi

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in the following situations: ● HP PC Hardware Diagnostics UEFI is not included in the preinstall image.

  • Page 168: Using Remote Hp Pc Hardware Diagnostics Uefi Settings (Select Products Only)

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps: Go to http://www.hp.com/go/techcenter/pcdiags.
  • Page 169 Display status information about the diagnostics run previously. ● To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Select Advanced, and then select Settings.
  • Page 170 160 Chapter 10 Using HP PC Hardware Diagnostics...

  • Page 171: 11 Specifications

    11 Specifications Computer specifications Table 11-1 Computer specifications Metric U.S. Dimensions Depth 256.5 mm 10.10 in Width 365.0 mm 14.37 in Height 25.4 mm 1.00 in Weight 52.5 WHr battery 2142 g 4.72 lb 70 WHr battery 2180 g 4.81 lb Input power Operating voltage and current 19.5 V dc @ 3.33 A –...

  • Page 172: 39.6-Cm (15.6-In) Display Specifications

    39.6-cm (15.6-in) display specifications Table 11-2 39.6-cm (15.6-in) display specifications Metric U.S. Active diagonal size 39.6-cm 15.6-in Resolution 1920x1080 (FHD) 3840x2160 (UHD) Surface treatment Anti glare BrightView Brightness 220 nits or 250 nits (FHD) 340 nits (UHD) Viewing angle UWVA Backlight WLED Graphics adapter...

  • Page 173: Hard Drive Specifications

    Hard drive specifications Table 11-3 Hard drive specifications 2-TB* 1-TB* 500-GB* Dimensions Height 9.5 mm 9.5 mm 7.0 mm Length 100.4 mm 100.4 mm 100.6 mm Width 69.9 mm 69.9 mm 70.1 mm Weight 130.0 g 107.0 g 92.0 g Interface type SATA SATA...
  • Page 174 164 Chapter 11 Specifications...

  • Page 175: 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 176: Requirements For Specific Countries And Regions

    Requirements for specific countries and regions Table 12-1 Power cord requirements for specific countries and regions Country/region Accredited agency Applicable note number Argentina IRAM Australia Austria Belgium CEBEC Brazil ABNT Canada Chile Denmark DEMKO Finland FIMKO France Germany India Israel Italy Japan The Netherlands...
  • Page 177 Table 12-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number The flexible cord must be Type SVT/SJT 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 ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on each element.
  • Page 178 168 Chapter 12 Power cord set requirements...

  • Page 179: 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 180 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. Select the Main menu, and then select Reset BIOS Security to factory default.

  • Page 181: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
  • Page 182 Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. 172 Chapter 13 Statement of memory volatility...

  • Page 183: 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 184: 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 185: 14 Recycling

    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 186 176 Chapter 14 Recycling...

  • Page 187: Index

    Index boot order action keys changing using the f9 prompt display assembly airplane mode 15 illustrated 18 help 14 boot order, changing 154 removing 67 identifying 13, 14 bottom cover display assembly subcomponents keyboard backlight 14 illustrated 20 illustrated 21 mute 14 removing 38 removing 67...
  • Page 188 8 illustrated 22 serial number 16 power cord removing 33, 68 service 16 requirements for all countries HP PC Hardware Diagnostics UEFI wireless certification 16 downloading 157 WLAN 16 requirements for specific starting 157 lights countries and regions 166...
  • Page 189 2.5 inch Remote HP PC Hardware Diagnostics system memory, removing personal product description 2 UEFI settings data from volatile 169 primary storage, M.2 customizing 158 system restore point, creating 153 product description 2 using 158 privacy screen action key 14...
  • Page 190 workstation guidelines 29 180 Index...

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