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HP ZBook 17 G5 Maintenance And Service Manual

Mobile workstation
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HP ZBook 17 G5 Mobile Workstation
Maintenance and Service Guide

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Summary of Contents for HP ZBook 17 G5

  • Page 1 HP ZBook 17 G5 Mobile Workstation Maintenance and Service Guide...
  • Page 2 HP End User License Not all features are available in all editions of HP Inc. under license. Intel Core, Intel, Intel Agreement (EULA).
  • Page 3 Important Notice about Customer Self-Repair Parts CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for Authorized Service Provider only parts,"...
  • Page 4 Important Notice about Customer Self-Repair Parts...
  • Page 5 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 6 Safety warning notice...

  • Page 7: Table Of Contents

    Table of contents 1 Product description ............................1 2 Components ..............................9 Locating hardware ..............................9 Locating software ..............................9 Right ..................................10 Left ..................................12 Display ................................. 13 Keyboard area ..............................14 TouchPad ............................14 Lights ..............................16 Buttons, speakers, and fingerprint reader ..................18 Special keys ............................
  • Page 8 5 Removal and replacement procedures for Customer Self-Repair parts ............. 41 Component replacement procedures ........................41 Service door ............................41 Battery ............................... 43 Hard drive (HDD) ..........................44 Solid-state drive (SSD) ........................46 ODD ..............................48 Memory modules ..........................51 SIM card .............................
  • Page 9 Remotely deploying BIOS and drivers ............105 Analyze the issue ..........................105 5. Remove or uninstall recently added hardware, software ........105 6. HP Hardware Diagnostics and Tools ................. 106 HP PC Hardware Diagnostics (UEFI) ............106 HP Support Assistant (HPSA) ..............108 HP BIOS Configuration Utility (BCU) ............
  • Page 10 Display ............................. 138 Display anomalies ......................138 Symptom ....................138 Quick check ....................139 HP PC Hardware Diagnostics (UEFI) for video test ........139 Display assembly diagram ................. 140 Dead pixel ........................140 No video (internal) ......................140 No video (external) ....................... 141 DisplayPort/VGA ......................
  • Page 11 Display Issue: Pixel Anomalies ......................172 Cable management ......................... 173 Connector types ..........................174 8 Computer Setup (BIOS), TPM, and HP Sure Start ................... 177 Using Computer Setup ............................177 Starting Computer Setup ........................ 177 Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ......177...
  • Page 12 Creating recovery media and backups ......................181 Using HP Recovery media (select products only) ................181 Using Windows tools ........................182 Using the HP Cloud Recovery Download Tool (select products only) ..........183 Restore and recovery ............................183 Recovering using HP Recovery Manager ..................183 What you need to know before you get started ............

  • Page 13: Product Description

    Product description Category Description Product Name HP ZBook 17 G5 Mobile Workstation Processors 8th-generation Intel® Core™ quad-core processors: Intel Core i7-8750H, with Intel UHD Graphics 630 (2.2 GHz base frequency, up to 4.1 GHz with Intel Turbo Boost Technology, 9 MB cache, 6 cores) Intel Core i7-8850H, with Intel UHD Graphics 630 (2.6 GHz base frequency, up to 4.0 GHz with Intel Turbo Boost...
  • Page 14 Category Description NVIDIA Quadro P1000, 4 GB GDDR5 (256 Mb x 32, 1.35 V, 8 Gbps, Qty 4) 128 bit FBW ● ● NVIDIA Quadro P2000, 4 GB GDDR5 (256 Mb x 32, 1.35 V, 8 Gbps, Qty 4) 128 bit FBW NVIDIA Quadro P3200, 6 GB GDDR5 (256 Mb x 32, 1.35 V, 8 Gbps, Qty 6) 192 bit FBW ●...
  • Page 15 Category Description ● 16384 MB (16384 MB×1 or 8192 MB×2) ● 8192 MB (8192 MB×1) Primary storage M.2 solid-state drives (2280): SATA: 512 GB, SATA-3, SSD, TLC, FIPS-140–2 256 GB, SATA-3, Self-encrypting drive, Opal 2, TLC PCIe: 256 GB, NVMe, TLC 256 GB, NVMe, TLC, Opal 2 512 GB, NVMe, TLC 512 GB, NVMe, TLC, Opal 2...
  • Page 16 16 GB Intel Optane cache, only available if HDD (except FIPS or SED) and Windows 10 is selected AND a third M.2 storage is not selected Audio and video HP Bang & Olufsen Audio HP Noise Cancellation Software HP Clear Sound Amp...
  • Page 17 Supports the following WWAN formats: Integrated WWAN options with dual antennas (M.2 30x42 socket USB2) ● LTE CAT4: HP lt4132, LTE/HSPA+ 4G Mobile BroadBand Module with GPS M.2 ● Integrated WWAN options with dual antennas (M.2 30x42 socket PCIe) LTE CAT9: Intel XMM 7360 LTE-Advanced LTE-Advanced/HSPA+ with GPS...
  • Page 18 DreamColor calibrator, built in under the TouchPad, only applicable if DreamColor display is selected’ Power Battery: requirements HP Long Life Lithium Polymer Soft Pack Battery, 6 cell, 95.6 WHr HP Fast Charge Technology AC adapter: 200 W SLIM Smart AC Adapter...
  • Page 19 Category Description Windows 10 Home 64 Plus, NOT available for the following: Intel Core i7 with >= 6 cores processor) ● ● Intel Core i7 AND > 16 GB RAM) ● XEON processor ● Windows 10 Home 64 Plus Single Language, NOT available for the following: ●...
  • Page 20 Category Description AC adapter Battery HDD/SDD Keyboard M.2 SSD Memory module WLAN module WWAN module Chapter 1 Product description...

  • Page 21: Components

    Components Your computer features top-rated components. This chapter provides details about your components, where they're located, and how they work. Locating hardware To find out what hardware is installed on your computer: ▲ Type device manager in the taskbar search box, and then select the Device Manager app. A list displays all the devices installed on your computer.

  • Page 22: Right

    For additional safety information, refer to the Regulatory, Safety, and Environmental Notices. To access this guide: Select the Start button, select HP Help and Support, and ▲ then select HP Documentation. ‒ or –...
  • Page 23 Component Description Connects a display device that has a USB Type-C connector, providing DisplayPort output. NOTE: Your computer may also support a Thunderbolt docking station. NOTE: Cables and/or adapters (purchased separately) may be required. Power connector Connects an AC adapter. Battery light When AC power is connected: ●...

  • Page 24: Left

    Green (left): The network is connected. Amber (right): Activity is occurring on the network. ● USB SuperSpeed port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and even when the computer is off, charges most products such as a cell phone, camera, activity tracker, or smartwatch.

  • Page 25: 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: Select the Start button, select HP Help and Support, and then select HP Documentation. ▲ ‒ or –...

  • Page 26: Keyboard Area

    DreamColor color preset without the use of an external measurement instrument. To select a color preset or launch the calibration tool, select the HP DreamColor icon in the Windows taskbar. Make a selection from the menu and follow the on-screen instructions.
  • Page 27 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: Select the Start button, select HP Help and Support, and then select HP Documentation. ▲ ‒ or –...

  • Page 28: Lights

    Lights 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. Off: The computer is off or in Hibernation. Hibernation is a ●...
  • Page 29 Component Description Call end light On: Call end is on. (10) Num lk light On: Num lock is on. Keyboard area...

  • Page 30: Buttons, Speakers, And Fingerprint Reader

    Buttons, speakers, and fingerprint reader 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. ● When the computer is in the Sleep state, press the button briefly to exit Sleep.

  • Page 31: Special Keys

    Special keys Component Description Displays system information when pressed in combination with key. Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys. Hot keys (select products only) on page Windows key Opens the Start menu.

  • Page 32: 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. ▲ Icon Description Helps prevent side-angle viewing from onlookers.
  • Page 33 Icon Description Turns the wireless feature on or off. NOTE: A wireless network must be set up before a wireless connection is possible. Turns the TouchPad and TouchPad light on and off. Switches the screen image among display devices connected to the system. For example, if a monitor is connected to the computer, repeatedly pressing the key alternates the screen image from computer display to monitor display to simultaneous display on both the computer and the monitor.

  • Page 34: Hot Keys (Select Products Only)

    Hot keys (select products only) A hot key is the combination of the key and another key. To use a hot key: ▲ Press the key, and then press one of the keys listed in the following table. Description Turns on scroll lock. Turns on the insert function.

  • Page 35: Bottom

    Bottom Component Description Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation. Service door release latch with lock screw Releases the service door.

  • Page 36: Cover

    Cover Component Description Internal microphones (2) Record sound. Chapter 2 Components...

  • Page 37: Rear

    Rear Component Description Vents Enable airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation. Rear...

  • Page 38: Labels

    Your service label will resemble one of the examples shown below. Refer to the illustration that most closely matches the service label on your computer. Component HP product name Model number Product ID Serial number Warranty period...
  • Page 39 Component Serial number Warranty period Regulatory label(s)—Provide(s) regulatory information about the computer. ● ● Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval markings for the countries or regions in which the devices have been approved for use. Labels...

  • Page 40: Illustrated Parts Catalog

    Computer major components NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
  • Page 41 Item Component Spare part number Display assembly, non-touch, 17.3” Computer major components...
  • Page 42 Item Component Spare part number Non-touch display assemblies are spared at the subcomponent level only. For more display assembly spare part information, see Display assembly subcomponents on page Display assembly 17.3” Touchscreen, UHD UWVA L30407-001 Touchscreen, UHD UWVA, IR L30408-001 Touchscreen, UWVA DreamColor L28468-001 Touchscreen, UWVA DreamColor, IR...
  • Page 43 L28481-001 (16) Speaker (includes cable) L28477-001 (17) WWAN module Macan ME906S LTE with GPS M.2 845710-003 HP IT4210 LTE/HSPA+ with GPS M.2 L15398-001 (18) Middle cover L28471-001 (19) Discrete MXM daughter card AMD Radeon Pro WX 4170 4 GB L30654-001...
  • Page 44 Item Component Spare part number xxxxxx-601: Windows operating system Intel Core i5-8300H processor L28459-xx1 Intel Core i5-8400H processor L28460-xx1 Intel Core i7-8750H processor L28461-xx1 Intel Core i7-8850H processor L28462-xx1 Intel Xeon E-2176M processor L28457-xx1 Intel Xeon E-2186M processor L28458-xx1 (22) RTC battery L17255-001 (23)

  • Page 45: Display Assembly Subcomponents

    Display assembly subcomponents Item Component Spare part number Bezel For use in models without a webcam L30403-001 For use in models with an HD camera (includes camera shutter) L30401-001 For use in models with an IR camera (includes camera shutter) L30402-001 For use in models with an IR camera and backlight (includes camera shutter) L31317-001...
  • Page 46 Item Component Spare part number HD+ AG LED SVA L30406-001 Hinges L28464-001 Camera module HD camera L32738-001 IR camera L32739-001 Microphone module (not shown; includes double-sided tape) L34855-001 WWAN antenna, part of four antenna kit L30400-001 WLAN antenna, part of four antenna kit L30400-001 Display cable, includes cables and adhesive L30404-001...

  • Page 47: Miscellaneous Parts

    Component Spare part number AC adapter 200 W PFC smart slim 4.5 mm L00818-850 Adapter HP USB-C to VGA 831751-001 Adapter HP ZBook Thunderbolt 3 1 m cable 914966-001 Adapter HP USB-C to HDMI 831752-001 Adapter USB-C to DisplayPort 831753-001...

  • Page 48: 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 T5 screwdriver ● Thin plastic prying tool ● Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.

  • Page 49: 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 50: 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 51: 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 52: 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 53: Removal And Replacement Procedures For Customer Self-Repair Parts

    NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. There are as many as 16 screws that must be removed, replaced, and/or loosened when servicing Customer Self-Repair parts.
  • Page 54 Remove the optional lock screw (1), slide the service door release latch (2) and then slide the service door to remove it (3). Reverse the removal procedures to install the service door. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 55: Battery

    Battery Description Spare part number Battery (6 cell 95 Wh 4.15 Ah LI ) L07044-855 Before removing the battery, 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 56: Hard Drive (Hdd)

    Hard drive (HDD) Description Spare part number 1 TB, SATA, 7200 RPM, RAW, 7 mm L06427-850 2 TB, SATA, 5400 RPM, hybrid, 8 G, RAW, 7 mm 929167-850 1 TB, SATA, 5400 RPM, hybrid, 8 G, 7 mm 924036-850 2 TB, SATA, 5400 RPM, RAW, 7 mm, 2.5” 912487-850 500 GB, 7200 RPM, SATA, SED, RAW, 7 mm 820573-001...
  • Page 57 Lift the drive (3) to remove it. If it is necessary to replace the hard drive bracket, remove the four screws (1) on the bracket from the hard drive, and then lift the bracket straight up (2) and remove the bracket from the hard drive. Reverse this procedure to install the hard drive.

  • Page 58: Solid-State Drive (Ssd)

    Solid-state drive (SSD) Description Spare part number 1 TB, Z Turbo Drive L28490-001 256 GB, Z Turbo Drive L28491-001 512 GB, Z Turbo Drive L28492-001 1 TB, SATA, TLC L30762-001 256 GB, SATA, TLC L30763-001 512 GB, PCIe, SS, NVMe, TLC L28488-001 512 GB, PCIe, NVMe, Self-encrypting drive (SED), Opal 2, TLC L28487-001...
  • Page 59 Remove the drive by pulling it away from the connector (2). NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion. Reverse this procedure to install the solid-state drive. Component replacement procedures...

  • Page 60: Odd

    Description Spare part number L31315-001 Before removing the ODD, 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. Disconnect all external devices connected to the computer.
  • Page 61 Pull the ODD (3) away from the computer to remove it. Component replacement procedures...
  • Page 62 To remove the ODD bracket, remove the two screws (1) securing the bracket to the ODD, and then remove the bracket (2). Reverse this procedure to install the ODD. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 63: Memory Modules

    Failure to update the computer to the latest BIOS prior to installing new memory may result in various system problems. To update BIOS: Navigate to www.hp.com. Click Support & Drivers > click Drivers & Software. In the Enter a product name/number box, type the computer model information, and then click Search.
  • Page 64 Spread the retaining tabs (1) on each side of the memory module slot to release the memory module. (The edge of the module opposite the slot rises away from the computer.) Remove the memory module (2) by pulling the module away from the slot at an angle. NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory module slot.

  • Page 65: Sim Card

    SIM card Before removing the SIM card, 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. 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 66: Wwan Module

    Spare part number Macan ME906S LTE with GPS M.2 845710-003 HP IT4210 LTE/HSPA+ with GPS M.2 L15398-001 Before removing the WWAN 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 67 Remove the WWAN module (4) by pulling the module away from the slot at an angle. NOTE: WWAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration.

  • Page 68: Keyboard

    Keyboard Description Spare part number Description Spare part number For use in Africa (French) L28407-FP1 For use in Japan L28407-291 For use in Belgium L28407-A41 For use in Latin America L28407-161 For use in Brazil L28407-201 For use in the Netherlands L28407-B31 For use in Bulgaria L28407-261...
  • Page 69 Use a thin plastic tool to release the keyboard from the bottom. Turn over the computer, and then Insert a case utility tool (1) or similar thin, plastic tool between the front edge of the keyboard and the bottom cover. Component replacement procedures...
  • Page 70 Lift the back edge (2) of the keyboard until it separates from the front edge of the bottom cover. Rotate the keyboard face down (1). Release the zero insertion force (ZIF) connector (2), and then disconnect the following cables (3) from the system board: TouchPad button cable ●...
  • Page 71 Remove the keyboard (4). Reverse this procedure to install the keyboard. Component replacement procedures...

  • Page 72: Removal And Replacement Procedures For Authorized Service Provider Parts

    NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. There are as many as 63 screws that must be removed, replaced, and/or loosened when servicing Authorized Service Provider only parts.

  • Page 73: Middle Cover

    Middle cover Description Spare part number Middle cover L28471-001 Before removing the middle cover, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.
  • Page 74 Starting from the left side, use a thin plastic tool (5) to release the middle cover for the keyboard. Reverse this procedure to install the middle cover. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 75: Fingerprint Reader Assembly

    Fingerprint reader assembly Description Spare part number Fingerprint reader assembly (includes cable) L28662-001 Before removing the fingerprint reader assembly, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 76 Lift the thermal tape and remove the fingerprint reader (4) from the computer. Reverse this procedure to install the fingerprint reader assembly. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 77: Smart Card Board

    Smart card board Description Spare part number Smart card board L14374-001 Before removing the smart card board, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.
  • Page 78 Remove the smart card board from the computer (3). Reverse this procedure to install the smart card board. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 79: Nfc Module

    NFC module Description Spare part number NFC module (includes antenna and TouchPad foam) L02249-001 Before removing the NFC module, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 80: Touchpad Click Board

    TouchPad click board Description Spare part number TouchPad click board For use in models without DreamColor L30663-001 For use in models with DreamColor L31320-001 TouchPad click board cable (part of the cable kit) L28473-001 Before removing the TouchPad click board, follow these steps: Turn off the computer.
  • Page 81 Remove the board (6) from the computer. Reverse this procedure to install the TouchPad click board. Component replacement procedures...

  • Page 82: Fans

    Fans Description Spare part number Right fan, GPU L30389-001 Left fan, CPU L30389-001 NOTE: Models with UMA graphics have only the left fan. Models with discrete graphics have both the left and right fans. Before removing the fans, follow these steps: Turn off the computer.
  • Page 83 Remove the fan (4) from the computer. Remove the right fan. Release the 2 captive screws (1) that secure the fan to the computer. Release the display cables (2). Disconnect the fan cable (3). Remove the fan from the computer (4). Reverse this procedure to install the fans.

  • Page 84: System Board

    System board NOTE: All system board spare part kits include replacement thermal material. All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system Description Spare part number Intel Core i5-8300H processor L28459-xx1 Intel Core i5-8400H processor L28460-xx1 Intel Core i7-8750H processor L28461-xx1...
  • Page 85 Keyboard backlight cable ● ● Keyboard cable Remove the system board: Make sure to disconnect the following cables from the system board: NOTE: The WLAN/WWAN cables were disconnected when the left fan was removed. (1) Display touch cable and ambient light sensor cable (2) Display cable (3) Speaker cables (4) Power button cable...

  • Page 86: Heat Sink

    Pull the system board (2) up and toward the right to disengage the connectors from the left side of the computer, and then lift out the system board (3). Reverse this procedure to install the system board. Heat sink Description Spare part number Heat sink For use in models with discrete graphics F16M memory...
  • Page 87 Remove the SSDs (see Solid-state drive (SSD) on page 46). Remove the middle cover (see Middle cover on page 61). Remove the fans (see Fans on page 70). Remove the heat sink: NOTE: In the following steps, refer to the graphic that most closely resembles your heat sink. Release the Phillips head screws (1) that secure the heat sink to the system board in the order stamped on the heatsink.
  • Page 88 NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Thermal paste is used on the processor (1) and the heat sink section (2) that services it. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 89: Discrete Mxm Daughter Card

    Reverse this procedure to install the heat sink. Discrete MXM daughter card Description Spare part number AMD Radeon Pro WX 4170 4 GB L30654-001 NVIDIA Quadro P1000 4 GB L30655-001 NVIDIA Quadro P2000 4 GB L30656-001 NVIDIA Quadro P3200 6 GB L30657-001 NVIDIA Quadro P4200 8 GB L30658-001...
  • Page 90 Remove the discrete MXM daughter card: Remove the 2 Phillips head screws (1) that secure the MXM discrete graphics card to the system board. Remove the MXM discrete graphics card (2). Reverse this procedure to install the discrete MXM daughter card. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 91: Speaker

    Speaker Description Spare part number Speaker (includes cable) L28477-001 Before removing the speaker, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.
  • Page 92 Lift the speaker (2) to remove it from the computer. Reverse this procedure to install the speaker. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 93: Power Button Board

    Power button board Description Spare part number Power button board L28466-001 Before removing the power button board, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.
  • Page 94 Remove the power button board (3) from the computer. Reverse this procedure to install the power button board. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 95: Rtc Battery

    RTC battery Description Spare part number RTC battery L17255-001 Before removing the RTC battery, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.

  • Page 96: Solid-State Drive (Ssd)

    Solid-state drive (SSD) Description Spare part number 1 TB, Z Turbo Drive L28490-001 256 GB, Z Turbo Drive L28491-001 512 GB, Z Turbo Drive L28492-001 1 TB, SATA, TLC L30762-001 256 GB, SATA, TLC L30763-001 512 GB, PCIe, SS, NVMe, TLC L28488-001 512 GB, PCIe, NVMe, Self-encrypting drive (SED), Opal 2, TLC L28487-001...
  • Page 97 Remove the drive by pulling it away from the connector (2). NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion. Reverse this procedure to install the solid-state drive. Component replacement procedures...

  • Page 98: Memory Modules

    Failure to update the computer to the latest BIOS prior to installing new memory may result in various system problems. To update BIOS: Navigate to www.hp.com. Click Support & Drivers > click Drivers & Software. In the Enter a product name/number box, type the computer model information, and then click Search.
  • Page 99 Remove the middle cover (see Middle cover on page 61). Remove the fans (see Fans on page 70). Remove the system board (see System board on page 72). Remove the memory module: Use a thin tool (1) to lift the memory shield, and then remove the shield (2). Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
  • Page 100 Remove the memory module (2) by pulling the module away from the slot at an angle. NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory module slot. NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory module and the socket labeled ‘1’...

  • Page 101: Display Assembly

    Display assembly NOTE: Touch displays are spared as a whole assembly only. Touch display assembly spare part information is available at Computer major components on page 28. Non-touch displays are spared at the subcomponent level only. Additional display assembly spare part information is available at Display assembly subcomponents on page Before removing the display assembly, follow these steps:...
  • Page 102 Lift the display assembly (7) straight up and remove it. CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed and arranged properly. Failure to properly route the antennas can result in degradation of the computer's wireless performance. Reverse this procedure to reinstall the display assembly.

  • Page 103: Display Assembly Components

    Display assembly components NOTE: Display assemblies are spared at the subcomponent level only. Additional display assembly spare part information is available at Display assembly subcomponents on page Before removing the display assembly, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 104 To remove the display bezel, flex the top (1) of the bezel, the inside edges of the left and right sides (2), and then the bottom (3) of the bezel until it disengages from the display enclosure. Remove the display bezel (4). Two different camera modules are available.
  • Page 105 IR camera Remove the tape from atop the module (1), lift upward to disengage the module from the adhesive on the display enclosure (2), disconnect the cables from the left and right sides of the module (3), and then remove the camera module from the display (4). Component replacement procedures...
  • Page 106 If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), lift upward to disengage the board from the adhesive on the display enclosure (2), and then remove the board from the display (3). The ambient light sensor board is available using spare part number L15511-001.
  • Page 107 On the back of the display panel, lift the tape from atop the connector (2), and then remove the panel (3). The raw display panel is available using the following spare part numbers: NOTE: Display panel kits include panel, touch module (as applicable), display cable, and interior panel bezel.
  • Page 108 If it is necessary to replace the display hinges, remove the 4 Phillips M2.5x11.0 screws that secure each hinge (1), and then remove the hinges from the display enclosure (2). If it is necessary to replace the display cable, lift the cable from the routing path in the display enclosure. If it is necessary to replace the camera/ambient light sensor cable: HD camera models Disconnect the cable from the ambient light sensor board (1) and from the HD camera (2), and...
  • Page 109 IR camera models Disconnect the cable from the ambient light sensor board (1), from the left (2) and right (3) sides of the IR camera, and then remove the cable from the display enclosure (4). Component replacement procedures...
  • Page 110 If it is necessary to replace the WLAN antenna cables, peel the antennas from the top of the display enclosure (1), remove the antenna cables from the routing path on the bottom of the display enclosure (2), and then remove the antenna cables (3). NOTE: The WLAN antennas are spared with the display enclosure.

  • Page 111: Top Cover

    Top cover Description Spare part number Top cover (includes Mylar) L17378-001 The top cover remains after removing all other spared parts from the computer. Component replacement procedures...

  • Page 112: 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 113: 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 114: 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 115 No wake up on page 135 on page 125 Unresponsive on page 136 Burnt smell on page 125 Slow performance on page 136 HP Smart Adapter warning message on page 137 Incorrect time and date on page 137 a,b,c similar symptoms...

  • Page 116: Examine The Environment

    Fan runs constantly on page 140 error) on page 154 on page 159 No video (external) TouchPad on page 146 Read-write error HP Thermal Monitor on page 141 on page 155 Network Connectivity on page 109 Ethernet (RJ-45 jack) DisplayPort/VGA...

  • Page 117: 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 118: 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 119 If a component fails a test, write down the information so it is available when contacting support. The information is also available in Test Logs on the Main Menu. For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).” General troubleshooting steps 107...

  • Page 120: 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 121: 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 122: 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 123: Blinking Light Codes

    Processors ● BIOS ● Mass storage devices ● Fans ● The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI). Table 7-6 System diagnostics failure codes and user actions Error Test description Failure description code Suggested user actions...

  • Page 124: Power Good (Troubleshooting) Lights

    The system fan may be malfunctioning. Replace the fan. Power Good (Troubleshooting) lights HP has added troubleshooting power lights to ZBook Gx Mobile Workstations (Studio, ZBook 15, and ZBook 17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable and/or the system needs a hardware reset.

  • Page 125: Resolve The Issue

    A hard reset (or forced reset) erases all information in the computer's memory and may restore functionality. Resetting the computer forces the system to clear and reestablish the connections between the BIOS and the hardware. For more information, see http://support.hp.com/us-en/document/c01684768. General troubleshooting steps 113...
  • Page 126 To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP.

  • Page 127: 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 128: 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 129: Test With Verified Working Configuration (Hardware And/Or Operating System)

    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 109 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 130: 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 131: 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 132: Common Issues And Possible Solutions

    Product model name and number ● ● Product identification number ● Applicable error messages Add-on boards or hardware ● Third-party hardware or software ● Operating system type and revision level ● Common issues and possible solutions This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure classification on page 102 tables.
  • Page 133 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 134: Intermittent Power-On, Shutdown, Reboot

    Items Procedures Test essential hardware configuration (11. Test with minimum configuration on page 116, 12. Test with verified working configuration (hardware and/or operating system) on page 117, 13. Replace the system board on page 117) by removing nonessential parts. If there is still no boot, replace system board. Tips and tricks Computer automatically boots without pressing power button when RTC 3V battery has been removed.

  • Page 135: 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 136 (6. HP Hardware Diagnostics and Tools on page 106) ● 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...

  • Page 137: 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 138: Post

    Perform hardware reset (8. Hard reset on page 113) 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 139: Blinking Lights

    Items Procedures Verify Power Good lights are on to be sure that system board power is functional. Reseat display cable connection on system board. Reseat display cable connection on display panel side. Examine and reseat major components, such as hard drive, memory. Test with minimum configuration (11.
  • Page 140 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 141: 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 142: 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 143: 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 144 HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system. ● ● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page 106.

  • Page 145: 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 146: Electromagnetic Interference (Emi)

    105). 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 106) to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 105).

  • Page 147: No Wake Up

    Items Procedures Consult with support. 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 ●...

  • Page 148: 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 149: 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. In cases of extreme...

  • Page 150: 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 151: Quick Check

    Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc). ● For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS Legacy setting.

  • Page 152: 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 172 for the HP dead pixel policy.

  • Page 153: No Video (External)

    Perform hard reset (4. Update BIOS and drivers on page 105). Update BIOS and drivers (4. Update BIOS and drivers on page 105) when sound is heard but no video on HDTV. References http://support.hp.com/us-en/document/c01186408 Common issues and possible solutions 141...

  • Page 154: 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 155: 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 Common issues and possible solutions 143...

  • Page 156: 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 157: Keyboard Point Stick

    Keyboard point 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. The sections below are intended for authorized service providers/technicians.

  • Page 158: 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 159: Network Connectivity Wireless (Wlan)

    Items Procedures 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. Update drivers: Verify that Ethernet module is displayed in Device Manager and be sure that device driver is up to date.

  • Page 160: Wwan

    Items Procedures point. If disabling U-APSD improves the throughput issue, check with the access point provider for updated firmware that resolves the issue. Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings. Test with a verified working wireless module.

  • Page 161: 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 162: Smart Card Reader

    Smart card reader Items Procedures Symptoms Possible causes Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. ● NOTE: Some cards have a read/write security switch on the card. Make sure that ● Unable to write switch is set to “write enabled” before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy.

  • Page 163: 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 164: 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 165: 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 166: 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 167: Read-Write Error

    166). 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 166 detailed troubleshooting steps.

  • Page 168: 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 169: Mechanical

    Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. Common issues and possible solutions 157...

  • Page 170: Noise (Sound)

    Items Procedures See https://support.hp.com/us-en/document/c01657439. 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.

  • Page 171: 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: http://support.hp.com/us-en/document/c01007591.

  • Page 172: 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 106).

  • Page 173: 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 174: 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 175: 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 176: 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 177 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 178: 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 179: 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 180: 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. 168 Chapter 7 Troubleshooting guide...
  • Page 181 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 169...
  • Page 182 Open the crash dump file. 170 Chapter 7 Troubleshooting guide...
  • Page 183 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 171...

  • Page 184: 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 185: 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 186: 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 187 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 188 For more information about cable management, see Cable management on page 173. 176 Chapter 7 Troubleshooting guide...

  • Page 189: 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. ▲ 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 190: Restoring Factory Settings In Computer Setup

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

  • Page 191: 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 192: 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 193: 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 194: 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 195: Using The Hp Cloud Recovery Download Tool (Select Products Only)

    HP Recovery Manager software allows you to recover the computer to its original factory state by using the HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery partition (select products only). If you have not already created recovery media, see...

  • Page 196: Using The Hp Recovery Partition (Select Products Only)

    181. ● 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 197: 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 198: Using Hp Pc Hardware Diagnostics (Uefi)

    10 Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
  • Page 199 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/...

  • Page 200: 11 Specifications

    11 Specifications Computer specifications Metric U.S. Dimensions Depth 288.4 mm 11.35 in Width 416 mm 16.4 in Height (non-touch) 33.5 mm 1.3 in Height (touch) 33.8 mm 1.3 in Weight 3.2 kg to 3.4 kg 7.04 lbs to 7.48 lbs Input power Operating voltage 19.5 V dc @ 10.3 A –...

  • Page 201: 43. 94 Cm (17.3 In) Display Specifications

    43. 94 cm (17.3 in) display specifications Metric U.S. Active diagonal size 43. 94 cm 17.3 in Resolution HD: 1600 x 900 FHD: 1920 x 1080 UHD: 3840×2160 Surface treatment Anti-glare (except touch screen) Brightness FHD (45% CG): 220 nits FHD (72% CG): 300 nits UHD: (95% CG) 400 nits Viewing angle...

  • Page 202: 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 203 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.

  • Page 204: 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 205 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 206: 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 207 512 KByte flash 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. Nonvolatile memory usage 195...

  • Page 208: 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 209: 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 210: 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 211: Index

    Index Symbols/Numerics boot order spare part numbers 89, 91 `product description changing 185 subcomponents 33 ethernet 5 changing using the f9 prompt display bezel removal 92 bottom 27 display components 13 AC adapter, spare part numbers 35 buttons display enclosure action keys 20 center pointing stick 14 spare part number 34...
  • Page 212 183 Windows 19 microphone mute 20 model name 1 hotkeys, using 22 mute volume action key 20 HP HDMI to DVI adapter, spare part MXM discrete graphics card labels numbers 35 removal 77 Bluetooth 27 HP PC Hardware Diagnostics (UEFI)
  • Page 213 5 DreamColor 14 video 4 USB SuperSpeed 12 serial number, computer 26 wireless networking 5 USB SuperSpeed port with HP service door product name 1 Sleep and Charge 12 removing 41 product name and number, USB Type-C power connector and...
  • Page 214 188 USB SuperSpeed port with HP Sleep display 189 and Charge, identifying 12 USB SuperSpeed port, identifying spare part numbers 30, 46, 84 SSD storage board USB to Gigabit RJ45adapter, spare spare part number 30 part numbers 35...

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