HP ZBook Firefly 16 inch G11 Maintenance And Service Manual
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HP ZBook Firefly 16 inch G11 Maintenance And Service Manual

HP ZBook Firefly 16 inch G11 Maintenance And Service Manual

Mobile workstation pc
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Maintenance and Service Guide
HP ZBook Firefly 16 inch G11 Mobile
Workstation PC
SUMMARY
This guide provides maintenance information about such topics as spare parts, removal and replacement of
parts, security, and backing up.

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Summary of Contents for HP ZBook Firefly 16 inch G11

  • Page 1 Maintenance and Service Guide HP ZBook Firefly 16 inch G11 Mobile Workstation PC SUMMARY This guide provides maintenance information about such topics as spare parts, removal and replacement of parts, security, and backing up.
  • Page 2 HP Inc. to be bound by the terms of the HP End Not all features are available in all under license. Intel, Core, Thunderbolt, and User License Agreement (EULA).
  • Page 3 Also, do not allow the AC adapter to come into contact with the skin or a soft surface, such as pillows or rugs or clothing, during operation. The computer and the AC adapter provided by HP comply with the user-accessible surface temperature limits defined by applicable safety standards.
  • Page 4 Important notice about Customer Self-Repair parts Your computer includes Customer Self-Repair parts and parts that should be accessed only by an authorized service provider. IMPORTANT: See "Removal and replacement procedures for Customer Self-Repair parts" for details. Accessing parts described in "Removal and replacement procedures for authorized service provider parts"...

  • Page 5: Table Of Contents

    Preventing electrostatic damage to equipment............................30 Personal grounding methods and equipment............................30 Grounding the work area......................................31 Recommended materials and equipment..............................31 Cleaning your computer........................................32 Enabling HP Easy Clean (select products only) ............................32 Removing dirt and debris from your computer............................32...
  • Page 6 Manually updating BIOS and drivers ............................78 Remotely deploying the BIOS and drivers ..........................78 Analyze the issue..........................................78 5. Remove or uninstall recently added hardware, software ....................78 6. HP Hardware Diagnostics and Tools..............................78 HP PC Hardware Diagnostics (UEFI)............................79 HP BIOS Configuration Utility (BCU)............................80...
  • Page 7 HP Image Diagnostic Tool ...................................81 HP Thermal Monitor....................................81 Non HP diagnostics tools..................................81 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages ........81 Status lights ........................................81 Blinking light codes ....................................82 POST error messages ..................................83 Resolve the issue..........................................84 8.
  • Page 8 HP PC Hardware Diagnostics (UEFI) for video test......................111 Display assembly diagram................................111 Dead pixel..........................................112 No video (internal) ......................................112 No video (external)......................................112 DisplayPort/VGA ......................................... 113 HDMI ............................................113 No or bad external video via docking..............................114 Incorrect or missing color/distorted image............................. 114 Touch screen..........................................
  • Page 9 8 Backing up, restoring, and recovering....................................148 Backing up information and creating recovery media..........................148 Using Windows tools for backing up................................148 Using the HP Cloud Recovery Download Tool to create recovery media (select products only).......148 Restoring and recovering your system..................................148 Creating a system restore ....................................149 Restoring and recovery methods ..................................
  • Page 10 Using an HP PC Hardware Diagnostics UEFI hardware failure ID code.................157 Starting HP PC Hardware Diagnostics UEFI ..............................157 Starting HP PC Hardware Diagnostics UEFI through HP Hotkey Support software (select products only).................................................158 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive.................158 Downloading the latest HP PC Hardware Diagnostics UEFI version................159...

  • Page 11: Product Description

    40.6 cm (16.0 in), WUXGA (1920 × 1200), UWVA, antiglare Nontouch WUXGA (1920 × 1200), LCD, UWVA, antiglare, WLED + Low Blue Light, 1000 nits, sRGB 100%, HP Sure View reflect integrated privacy screen WUXGA, LCD, UWVA, antiglare, WLED + Low Blue Light , 400 nits, low power, sRGB 100% WUXGA, LCD, UWVA, antiglare, WLED, 300 nits, NTSC 45% 2.8K (2880 ×...
  • Page 12 Intel AX211 Wi-Fi® 6E Bluetooth® 5.3 WLAN (vPro®) Intel AX211 Wi-Fi 6E Bluetooth 5.3 WLAN (non-vPro) Low-Power Wide-Area Network (LPWAN) Qualcomm 9205 LTE-M (CAT-M1) (requires HP Protect and Trace with Wolf Connect for Mobile narrow [MNB] modules) Near-field communication (NFC) (select products only)
  • Page 13 Adaptive color sensor Hall effect sensor Thermal sensor HP Tamper Lock HP Sure Platform Fingerprint sensor Keyboard HP Premium Keyboard with numeric keypad, Durakey keyboard, spill resistant Backlit Not backlit Backlit, privacy Clickpad Firmware PTP Microsoft precision touchpad default gestures support...
  • Page 14 Windows 11 Pro Education Windows 11 Home - HP recommends Windows 11 Pro for Business Windows 11 Home Single Language - HP recommends Windows 11 Pro for Business Windows 11 Pro (Windows 11 Enterprise or Windows 10 Enterprise available with a Volume Licensing...

  • Page 15: Components

    For additional safety information, see the Regulatory, Safety, and Environmental Notices . To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled.

  • Page 16: Left

    High Definition Multimedia Interface (HDMI) device. USB 5 Gbps port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and charges small devices (such as a smartphone), even when the computer is off.

  • Page 17: Display

    To reduce the risk of serious injury, read the Safety & workstation setup and proper posture, health, and work habits for computer users. The Comfort Guide also provides important electrical and mechanical safety information. The Safety & Comfort Guide is available on the web at http://www.hp.com/ergo. Display...
  • Page 18 Table 2-3 Display components and their descriptions Component Description WLAN antennas* (2) (select products only) Send and receive wireless signals to communicate with wireless local area networks (WLANs). WWAN antennas* (4) (select products only) Send and receive wireless signals to communicate with wireless wide area networks (WWANs/LPWAN).

  • Page 19: Keyboard Area

    For wireless regulatory notices, see the section of the that applies to your country or region. To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. Keyboard area Keyboards can vary by language.

  • Page 20: Lights

    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. Near Field Communications (NFC) tapping Allows you to wirelessly share information when you tap it area and antenna (select products only) with an NFC-enabled device.
  • Page 21 Table 2-5 Lights and their descriptions Component Description Caps lock light On: Caps lock is on, which switches the key input to all capital letters. Privacy key light (select products only) On: Privacy screen is on, which helps prevent side-angle viewing.

  • Page 22: Button And Fingerprint Reader

    Button and fingerprint reader Fingerprint readers can be located on the touchpad, on a side panel of the computer, or on the top cover below the keyboard. IMPORTANT: To verify that your computer supports fingerprint reader sign-in, select the Search icon in the taskbar, type Sign-in options in the search box, and then select the Sign-on options app.

  • Page 23: Special Keys

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

  • Page 24: Bottom

    Table 2-7 Special keys and their descriptions Component Description Displays system information when pressed in combination with the key. Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys . Windows key Opens the Start menu.

  • Page 25: Rear

    Table 2-8 Bottom components and their descriptions Component Description Speakers (2) Produce sound. 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.
  • Page 26 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. Table 2-10 Service label components Component Serial number Product ID HP product name Table 2-11 Service label components Component HP product name Product ID Serial number...
  • Page 27 Table 2-12 Service label components Component HP product name Warranty period Product ID Serial number ● Regulatory labels—Provide regulatory information about the computer. ● Wireless certification labels—Provide information about optional wireless devices and the approval markings for the countries or regions in which the devices have been approved for use.

  • Page 28: Illustrated Parts Catalog

    To identify the computer major components, use this illustration and table. NOTE: HP continually improves and changes product parts. For complete and current information about 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 29 Table 3-1 Computer major component descriptions and part numbers Item Component Spare part number Display assembly not available as a spare part NOTE: Display spare parts are available only as subcomponents. For spare part information, Display assembly subcomponents on page Top cover with keyboard NOTE: For a detailed list of country codes, see...
  • Page 30 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number ● Intel Core Ultra5 135H processor (OSR, RTK) N91907-xx1 Intel Core Ultra5 125U processor (RTK) N91911-xx1 ● Intel Core Ultra5 125H processor (RTK) N91906-xx1 ● Models with discrete graphics: ●...

  • Page 31: Display Assembly Subcomponents

    Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number (14) Smart card reader N93634-001 NOTE: The smart card reader cable is available in the Cable Kit as spare part number N08556-001. (15) Audio jack (included in the Cable Kit) N08556-001 (16) WLAN module...
  • Page 32 Table 3-2 Display component descriptions and part numbers Item Component Spare part number Display bezel Models with an OLED, 2.8K display N49534-001 Models with an IR camera and ACS N08134-001 Models with an RGB camera and ACS N08135-001 Models without a camera N08136-001 Camera module RGB camera...

  • Page 33: Miscellaneous Parts

    Table 3-2 Display component descriptions and part numbers (continued) Item Component Spare part number 300 nits, touch screen, WUXGA N96424-001 400 nits, WUXGA N96421-001 1000 nits, privacy panel, WUXGA N14763-001 400 nits, OLED, 2.8K N96422-001 Hinges (left and right; includes bezel trim pieces, bezel trim protective shielding, display panel adhesive, and bezel adhesive) Models without WWAN P00636-001...
  • Page 34 HDMI-to-VGA adapter 701943-001 USB-C-to-USB-A hub 916838-001 HP Universal USB-C Multiport Hub M96882-001 Screw Kit (for use with HP USB-C Dock G5) L64089-001 Screw Kit (for use in product component removal and replacement) N93995-001 HP Wireless Premium Mouse 923947-001 HP 435 Wireless Mouse...
  • Page 35 USB-C Dock G5 (with cable) L64086-001 USB-C/A universal dock (with cable) L64087-001 HP USB-C Essential Dock, G5 N31329-001 HP USB-C Essential Dock, G5, TAA N35937-001 Bottom case for USB-C/A universal dock L64088-001 Bottom case for USB-C Dock G5 L65256-001 Cable kit for use with Thunderbolt 120 W G4 dock...
  • Page 36 Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component Spare part number Israel L22323-001 Italy L30813-001 Japan L22330-001 North America L22319-001 People's Republic of China (PRC) L21930-001 South Africa L22325-001 South Korea L22328-001 Switzerland L22324-001 Taiwan L22329-001 Thailand L22326-001 The United Kingdom L22320-001 Power adapter, duckhead...
  • Page 37 Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component Spare part number Taiwan L19372-001 Thailand L19371-001 Thailand (ADP + cord) M85418-001 The United Kingdom L19373-001 Power cord (C5, conventional, 1.8 m [6.0 ft]) Argentina L19357-002 Australia L19358-002 Brazil L19359-002 Brazil (duckhead) L19341-002 Denmark...

  • Page 38: Removal And Replacement Procedures Preliminary Requirements

    Removal and replacement procedures preliminary requirements Use this information to properly prepare to disassemble and reassemble the computer. Tools required You need the following tools to complete the removal and replacement procedures: ● Tweezers ● Nonconductive, nonmarking pry tool ● Magnetic Phillips P1 screwdriver Service considerations The following sections include some of the considerations that you must keep in mind during...

  • Page 39: Electrostatic Discharge Information

    ● Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid touching the connector. ● Before removing an optical drive, be sure that a disc is not in the drive, and be sure that the optical drive tray is closed.

  • Page 40: Preventing Electrostatic Damage To Equipment

    Table 4-1 Static electricity occurrence based on activity and humidity Relative humidity Event Walking across carpet 7,500 V 15,000 V 35,000 V Walking across vinyl floor 3,000 V 5,000 V 12,000 V Motions of bench worker 400 V 800 V 6,000 V Removing dual in-line packages (DIPs) from plastic 400 V...

  • Page 41: Grounding The Work Area

    Use conductive field service tools, such as cutters, screwdrivers, and vacuums. ● Avoid contact with pins, leads, or circuitry. Recommended materials and equipment HP recommends certain materials and equipment to prevent static electricity: ● Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ●...

  • Page 42: Cleaning Your Computer

    Enabling HP Easy Clean (select products only) HP Easy Clean helps you to avoid accidental input while you clean the computer surfaces. This software disables devices such as the keyboard, touch screen, and touchpad for a preset amount of time so that you can clean all computer surfaces.

  • Page 43: Cleaning Your Computer With A Disinfectant

    Keep liquids away from the product. Avoid getting moisture in any openings. If liquid makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide or bleach that might damage the finish.

  • Page 44: Caring For Wood Veneer (Select Products Only)

    Keep liquids away from the product. Avoid getting moisture in any openings. If liquid makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide or bleach that might damage the finish.

  • Page 45: Accessing Support Information

    When grounding is not possible, use an ionizer to dissipate electric charges. Accessing support information To find the HP support that you need, use this information. Table 4-3 Support information locations Service consideration...
  • Page 46 Support information locations (continued) Service consideration Path to access information Repair professionals To locate repair professionals: Go to www.hp.com. Place the cursor over Support resources to display more options. Select Authorized service providers. Component and diagnosis information, To locate diagnosis information and actions: failure detection, and required action Go to http://www.hp.com/go/techcenter/pcdiags.

  • Page 47: Removal And Replacement Procedures For Customer Self-Repair Parts

    NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions.

  • Page 48: Wlan Module

    Before removing the bottom cover, prepare the computer for disassembly (see Preparation for disassembly on page 37). Remove the bottom cover: Loosen the five captive Phillips screws that secure the bottom cover to the computer. Starting near the hinges, use a nonmarking, nonconductive tool (1) to release the edges of the bottom cover from the computer.
  • Page 49 Table 5-2 WLAN module descriptions and part numbers Description Spare part number Intel AX211 Wi-Fi 6E Bluetooth 5.3 vPro M53363-002 Intel AX211 Wi-Fi 6e Bluetooth 5.3 M53366-002 IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region.

  • Page 50: Wwan Module

    Description Spare part number HP 5000 5G Solution N62079-005 HP 4000 4G LTE - Advanced Pro N65633-005 IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region.

  • Page 51: Solid-State Drive

    Remove the Phillips M2.0 × 2.5 screw (2), and then remove the WWAN module (3). If the WWAN antenna is not connected to the terminal on the WWAN module, a protective sleeve must be installed on the antenna connector, as shown in the following illustration. Reverse this procedure to install the WWAN module.
  • Page 52 Table 5-4 Solid-state drive descriptions and part numbers (continued) Description Spare part number 256 GB, PCIe-4 × 4, TLC, self-encrypting drive N35225-002 Before removing the SSD, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 37).

  • Page 53: Memory Modules

    Pull the drive away from the socket to remove it (2). To install a solid-state drive, reverse the removal procedures. NOTE: Solid-state drives are designed with a notch to prevent incorrect insertion. Memory modules To remove the memory modules, use this procedure and illustration. Table 5-5 Memory module descriptions and part numbers Description...
  • Page 54 Spread the two retention clips outward (1) until the memory module tilts up at a 45° angle, and then remove the module (2). Use the same procedure to remove all memory modules. IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only.

  • Page 55: Speakers

    Press down on the module until the side retention clips snap into place (3). Speakers To remove the speakers, use this procedure and illustration. Table 5-6 Speaker description and part number Description Spare part number Speakers N08127-001 Before removing the speakers, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 37).

  • Page 56: Fan

    To install the speakers, reverse this procedure. To remove the fan, use this procedure and illustration. Table 5-7 Fan description and part number Description Spare part number UMA, 15 W models N94629-001 UMA, 28 W models N94630-001 Discrete models N93906-001 Before removing the fan, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...
  • Page 57 Remove the fan (4) from the computer. To install the fan assembly, reverse this procedure.

  • Page 58: Removal And Replacement Procedures For Authorized Service Provider Parts

    To remove and replace computer components, use the procedures described in this section. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions.
  • Page 59 WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP. IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information.

  • Page 60: Fingerprint Reader Board

    Remove the battery (3) from the computer. To insert the battery, reverse the removal procedures. NOTE: When replacing the battery, plug in the battery power cable first, and then replace the screws. Fingerprint reader board To remove the fingerprint reader board, use this procedure and illustration. Table 6-2 Fingerprint reader board description and part number Description...

  • Page 61: Rtc Battery

    Remove the fingerprint reader board (4) from the computer. To install the fingerprint reader board, reverse this procedure. RTC battery To remove the RTC battery, use this procedure and illustration. Table 6-3 RTC battery description and part number Description Spare part number RTC battery (CR1620) N93638-001 Before removing the RTC battery, follow these steps:...

  • Page 62: Nfc Module

    Pull the battery (2) up and off the computer. The battery is secured with adhesive. To install the RTC battery, reverse this procedure. NOTE: Only replace the battery with a compatible battery type, which for this computer is CR1620. NFC module To remove the NFC module, use this procedure and illustration.

  • Page 63: Touchpad

    Use a tool to release the NFC module (4) from the computer. The module is secured with adhesive. To install the NFC module, reverse this procedure. Touchpad To remove the touchpad, use this procedure and illustration. Table 6-5 Touchpad description and part number Description Spare part number Touchpad for use in models without NFC...

  • Page 64: Smart Card Reader

    Remove the touchpad (5) from the computer. NOTE: If an NFC module is installed, disconnect the NFC antenna cable from the ZIF connector on the NFC module. The antenna is secured to the touchpad. To install the touchpad, reverse this procedure. Smart card reader To remove the smart card reader from the top cover, use this procedure and illustration.

  • Page 65: Audio Jack

    Remove the card reader board (3). To install the smart card reader, reverse this procedure. Audio jack To remove the audio jack, use this procedure and illustration. Table 6-7 Audio jack description and part number Description Spare part number Audio jack (included in the Cable Kit) N09040-001 Before removing the audio jack, follow these steps: Prepare the computer for disassembly (see...

  • Page 66: Usb Board

    Remove the audio jack (3) from the computer. To install the audio jack, reverse this procedure. USB board To remove the USB board, use this procedure and illustration. Table 6-8 USB board description and part number Description Spare part number USB board for use in models with discrete graphics N93907-001 USB board for use in models with UMA graphics...

  • Page 67: Heat Sink

    Remove the right speaker cable from the clips (3) in the plastic bracket. Remove the five Phillips M2.0 × 4.0 screws (4) that secure the plastic bracket to the computer, and then remove the bracket (5). If the computer has a SIM card slot, remove the SIM card holder from the slot. The SIM card slot blank insert is included in the Plastics Kit, spare part number N08530-001.
  • Page 68 Table 6-9 Heat sink descriptions and part numbers Description Spare part number UMA, 15 W models N07347-001 UMA, 28 W models N07348-001 Discrete models N94022-001 Before removing the heat sink, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 37).
  • Page 69 (Discrete models) Remove the heat sink: Peel the tape (1) off the heat sink. In the order indicated on the heat sink, loosen the six captive Phillips screws (2) that secure the heat sink to the computer. Remove the heat sink (3) from the computer. Thoroughly clean the thermal material from the surfaces of the heat sink and the system board components each time the heat sink is removed.

  • Page 70: System Board

    the heat sink spare part kit. The following illustration shows the replacement thermal pad (1) and thermal grease (2) locations. To install the heat sink, reverse this procedure. System board To remove the system board, use these procedures and illustrations. Table 6-10 System board descriptions and part numbers Description...
  • Page 71 Table 6-10 System board descriptions and part numbers (continued) Description Spare part number ● Intel Core Ultra7 165H processor (TIPD) N91905-xx1 ● Intel Core Ultra7 165H processor (OSR, TIPD) N91904-xx1 ● Intel Core Ultra7 155H processor (TIPD) N91903-xx1 ● Intel Core Ultra5 135H processor (TIPD) N91902-xx1 ●...
  • Page 72 ● Speaker cable (10) ● Camera cable (ZIF) (11) ● USB board cable (ZIF) (12) Remove the seven Phillips M2.0 × 4.0 screws (1). Remove the two Phillips M2.0 × 2.0 screws (2). Remove the Phillips M1.6 × 4.0 screw (3). Remove the plastic bracket (4).

  • Page 73: Display Assembly

    Lift the side of the system board upward (1), and then pull the system board (2) away from the connectors on the side of the computer to remove it. To install the system board, reverse this procedure. Display assembly To remove and disassemble the display assembly, use these procedures and illustrations. Full hinge-up displays are not available as spare parts.
  • Page 74 Remove the cables from the clips (5) in the plastic bracket. Remove the five Phillips M2.5 × 5.0 screws that secure the display assembly to the computer. Rotate the display to open the hinges (1). Chapter 6 Removal and replacement procedures for authorized service provider parts...
  • Page 75 Separate the display assembly from the computer (2). To replace display assembly subcomponents: Flex the bottom (1) and the inside edges of the left and right sides of the bezel (2) to release it. Release the top of the bezel (3), and then remove the bezel from the display (4). Bezels are available as the following spare part numbers.
  • Page 76 To remove the display panel: The display panel is secured to the display back cover with tape that is installed under the left and right sides of the panel (1). To remove the panel, use tweezers to grasp the end of the tape (2).
  • Page 77 Remove the panel (4). To remove the microphone board from the display, disconnect the cable from the reverse ZIF connector on the board (1), and then use a tool (2) to release the board from the computer. The microphone board is available as spare part number N94622-001. To remove the display transfer board from the display: Disconnect the display cable from the ZIF connector (1) on the hub board.
  • Page 78 To remove the camera module: ■ Lift up evenly across the module using a pry tool and peel the module up from the display back cover (1), and then disconnect the cable from the reverse ZIF connector on the module (2).
  • Page 79 Remove the screw (1) that secures the right side of the display hinge cover. Lift the display hinge cover up using a pry tool (2), and remove it (3). Remove the three Phillips broadhead M2.0 × 2.0 screws (1) from each hinge. Remove the hinges from the display (2).
  • Page 80 To remove the WLAN antenna cables, peel the antennas off the inside of the display back cover (1), remove the cables from the clips at the bottom of the cover (2), and then remove the antennas and cables (3). To remove the WWAN antenna cables, peel the antennas off the inside of the display back cover (1), remove the cables from the clips at the bottom of the cover (2), and then remove the antennas and cables (3).

  • Page 81: Top Cover With Keyboard

    To reassemble and replace the display assembly, reverse this procedure. Top cover with keyboard The top cover with keyboard remains after removing all other spare parts from the computer. In this section, the first table provides the main spare part number for the top covers with keyboards. The second table provides the country codes.
  • Page 82 Table 6-12 Spare part country codes (continued) For use in country or Spare part For use in country or Spare part For use in country or Spare part region number region number region number Denmark, Finland, and -DH1 The Netherlands -B31 Thailand -281...

  • Page 83: Troubleshooting Guide

    Based on some of the most common symptoms, this chapter identifies 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 can help identify and resolve the problem more quickly.

  • Page 84: General Troubleshooting Steps

    Proceed through the steps in the following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot.

  • Page 85: Understand The Issue

    Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears. If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.
  • Page 86 97 No wake up on page 106 Burnt smell on page 97 Unresponsive on page 107 Slow performance on page 108 HP Smart Adapter warning message on page 108 Incorrect time and date on page 109 a,b,c similar symptoms Failure classification by hardware devices To determine failure by device, use this table.

  • Page 87: Examine The Environment

    Table 7-5 Failure classification by hardware devices 4. Display 5. I/O devices 6. Storage 7. Mechanical Display anomalies on Keyboard on page 116 Hard drive or solid-state Noise (sound) on page page 110 drive not recognized on Keyboard pointing stick page 125 Dead pixel on page 112 (select products only) on...

  • Page 88: Update Bios And Drivers

    6. HP Hardware Diagnostics and Tools HP offers diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. Check for the latest versions before use.

  • Page 89: Hp Pc Hardware Diagnostics (Uefi)

    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 90: 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 file can help identify any settings that may be contributing to an issue.

  • Page 91: Hp Image Diagnostic Tool

    The report may assist you with diagnostics and solutions to problems you encounter. HP Thermal Monitor You can use HP Thermal Monitor to stress the processor and GPU and monitor the temperature values of various components in the system. NOTE: Available only to authorized service providers and technicians.

  • Page 92: Blinking Light Codes

    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 93: Post Error Messages

    ● 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 actions to address the failure Test description Failure description Error Suggested user actions...

  • Page 94: Resolve The Issue

    Before performing a hard reset, you must disconnect or remove all peripheral devices. Start and test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP.

  • Page 95: Soft Reset (Default Settings)

    If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the enter key. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to update all device drivers. CMOS refers to the battery-powered semiconductor chip located on computer's system board.

  • Page 96: 11. Test With Minimum 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 or fan. This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and freezing issues.

  • Page 97: Safe Mode

    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. Non HP diagnostics tools on page 81 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 98: 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 they can locate it on http://www.hp.com. Also, tell them that there are other solutions available on the website.

  • Page 99: Helpful Hints

    These steps provide simple, useful checks that you can perform when troubleshooting. TIP: If you have installed an operating system other than the factory-installed operating system, go to http://www.hp.com/go/quickspecs and verify that it is supported on your system. Be sure that the computer is plugged into a working AC outlet.

  • Page 100: Consulting With Hp Service

    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, this information may be requested when you call. So it may be helpful to take notes. ●...

  • Page 101: No Power

    No power When a unit experiences no power, there are several contributing factors to consider. Be sure to consider all symptoms related to this behavior when troubleshooting. Table 7-9 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● Computer does not start Failed power input to the computer (external power source, AC adapter, faulty battery).
  • Page 102 Replace new power connector cable (if the cable exists and is defective) To isolate faulty power connector cable and power button, technicians can short power-on pads or pins to turn on the computer. Contact HP Engineering for this information. Verify blinking lights (7.

  • Page 103: Intermittent Power-On, Shutdown, Reboot

    Table 7-9 Issues, possible causes, and fixes (continued) Items Procedures Tips Computer automatically boots without pressing power button when the RTC 3 V battery is removed. Therefore, after the service door and RTC 3 V battery are removed, you do not have to press power button from top side. In essential hardware configuration, mWS G1 and G2 may require discrete graphics processing unit (GPU) to boot.

  • Page 104: Ac Adapter Issue

    If there is still no rear power light or no boot, replace the AC adapter. Tips The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling. If this pin is broken, the rear power light turns on, but the power button and front power lights blink continuously, and the computer does not turn on.
  • Page 105 Table 7-12 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● No battery status light Defective AC adapter , battery, or both. ● Blinking amber (critically low NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with battery level) a good AC adapter.
  • Page 106 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. Verify that battery is recognized and charging.

  • Page 107: Battery Discharges Too Fast

    Test and calibrate battery using HP PC Hardware Diagnostics (UEFI). Verify battery life cycle using HP Support Assistant tool. If battery cycle life is past its life expectancy (past the 1000-cycle life and 3-year warranty), the battery might need to be replaced.

  • Page 108: Post

    Inspect further sources internally after disassembling chassis, such as burnt or damaged components. If the issue persists, replace boards, AC adapter, and battery for safety concern, and report issues to HP. POST Use the following sections to troubleshoot Power-on Self Test issues.

  • Page 109: Blinking Lights

    Perform hardware reset (8. Hard reset on page 84) and verify that HP Logo is presented correctly on display screen when pressing f10. Test with external monitor via VGA port (or DisplayPort, HDMI, or other). Press power button and close the computer lid to force video output to external video.

  • Page 110: Diagnostic Error Messages

    Restore hardware to its original condition (for example, 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 that the system has finished BIOS hardware validation and is ready to launch the Startup Menu.

  • Page 111: Performance (Os)

    If you lost or forgot the user password, contact your IT personnel. Reference HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655 2015 Business PC models: see the HP PC BIOS F10 Setup Guide at http://support.hp.com. Performance (OS) Most software problems occur as a result of certain situations. ●...
  • Page 112 Verify functionality of AC adapter alone. If it does not work, 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 and cable.

  • Page 113: Blue Screen

    85) to prevent booting to another device. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 78) to isolate major faulty hardware issues. ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory, and system. Blue screen...

  • Page 114: Freeze At Windows Logo (Hang Or Lockup)

    ● Thermal Monitor (available only to authorized service providers and technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 78).

  • Page 115: 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 78) to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 78).

  • Page 116: No Wake Up

    Table 7-22 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System locks up, freezes in certain Electromagnetic interference (EMI). physical area or location Troubleshooting steps (2. Examine the environment on page 77). Pay attention to external power source, high-frequency signals such as cell phones, microwave ovens. Move the computer to different locations nearby to determine where it fails and where it does not fail.

  • Page 117: Unresponsive

    Table 7-23 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes When resuming from a power Power-saving mode; multiple-display setting. management state the computer Troubleshooting steps may display: ● Blank screen Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 81) is blinking (indicating Sleep state).

  • Page 118: Slow Performance

    Perform disk defragmentation to consolidate fragmented data on the hard drive so it works more efficiently. Tips Routine maintenance for performance improvement on page 138. See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space. http://windows.microsoft.com/en-us/windows/optimize-windows-better- performance#optimize-windows-better-performance=windows-vista. HP Smart Adapter warning message Use this information to troubleshoot power adapter warning messages. Chapter 7 Troubleshooting guide...

  • Page 119: Incorrect Time And Date

    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 power demands, the system may also throttle back the processor, or with systems that have a discrete video subsystem, a video balance mode may occur to further balance the power needs of the system.

  • Page 120: Display

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

  • Page 121: Quick Check

    Update operating system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others). 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 (for example, blue screen error, graphics or video issues) in the BIOS Legacy setting.

  • Page 122: Dead Pixel

    Troubleshooting steps Use an external monitor with higher resolution. Test with external monitor using HDMI or HP port. Press the power button and close the computer lid to force video output to external video. If there is still no video, contact support.

  • Page 123: Displayport/Vga

    Table 7-30 Issues, possible causes, and fixes Items Procedures Symptom Possible causes No image on external monitor External monitor, resolution, display configuration, drivers. Troubleshooting steps Be sure external monitor is compatible with the computer. Be sure that external monitor is turned on. Press any key to exit the power-saving mode.

  • Page 124: 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 Elite Dock with Thunderbolt 3 & HP ZBook Dock with Thunderbolt 3.” Go to http://www.hp.com/...

  • Page 125: Touch Screen

    Table 7-33 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System works normally but the Loose connection, display cable, display, graphics card. display shows: Troubleshooting steps ● Missing or strange color Verify with external monitor ● Image distortion Use combination fn + f4 to enable output to external monitor.

  • Page 126: I/O Devices

    3, PCI Express). ● If you have problems with external devices not provided by HP, contact device manufacturers for compatibility and latest drivers before troubleshooting (for example, USB devices, Thunderbolt devices, PCI express card reader, VGA, display, HDMI monitors, speakers).

  • Page 127: Keyboard Pointing Stick (Select Products Only)

    (caps lock, shift, ctrl, fn, Windows, alt) if necessary. Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. Verify that BIOS is up to date. If so, resetting BIOS to default may help.

  • Page 128: Keyboard Backlight

    Table 7-36 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers and technicians. Verify whether keyboard flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks, pads). Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board and back of keyboard, and that connector tabs are properly closed.

  • Page 129: Network Connectivity (Rj-45 Jack)

    Install the latest touchpad driver. Adjust touchpad settings (Control Panel > Mouse). Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool (f2> Component Tests > Mouse Test > Pointer Test & Drag and Drop Test). The following steps are for authorized service providers/technicians.

  • Page 130: Wwan

    Table 7-40 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers or technicians. Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section).

  • Page 131: Smart Card Reader

    Table 7-42 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● USB devices are not recognized USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant. ● USB devices are not charging NOTE: USB Type-C uses a different connector entirely.

  • Page 132: Speaker, Headphone - Audio Issues

    Table 7-43 Issues, possible causes, and fixes (continued) Items Procedures Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy. Be sure that the card has no physical damage. Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact.

  • Page 133: Thunderbolt (Tb)

    Be sure that the sound is not muted. Verify that the sound card is detected in Windows Device Manager. Reinstall the latest audio driver. Test audio device using the HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Audio).

  • Page 134: Storage

    Back up all critical data before troubleshooting the drive. ● Before contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP PC Hardware Diagnostics (UEFI) tool on the suspected failed drive. Chapter 7 Troubleshooting guide...

  • Page 135: Hard Drive Or Solid-State Drive Not Recognized

    If any test fails, record failure code and contact support for instructions about 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: No Boot To Operating System (No Read-Write Error)

    For multiple storage devices, keep the primary drive with the operating system and remove other devices. Use the HP Hardware Diagnostics tool to verify that 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

    Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the hard drive replaced. If no error with HP PC Hardware Diagnostics (UEFI) tool, try to repair the hard drive and its files in Windows (using command “CHKDSK /f /r /x”). Use HP Restore to reinstall the operating system, if needed.

  • Page 138: Slow Performance

    138. Blue screen (BSOD) error A faulty hard drive can cause a blue screen error. Perform the drive tests using the HP Diagnostics Tool to be sure that the drive is functional. If all of the tests are successful, see...

  • Page 139: Mechanical

    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 replace hard drive replace. If you find no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation.

  • Page 140: Fan Runs Constantly

    Table 7-51 Issues, possible causes, and fixes (continued) Items Procedures Noisy fan Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether noise originates from fan. If noise is absent with fan disconnected, see runs constantly on page 130.

  • Page 141: Thermal Shutdown (Hot)

    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 142: Additional Information

    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 78).

  • Page 143: Blinking Lights And Boot Error Codes

    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. The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. Table 7-54...

  • Page 144: Processor Not Executing Code

    Table 7-54 Blinking lights and boot error codes (continued) Blink codes Error Caps and num lk lights = 8 blinks Sure Start has identified a problem (Manual Recovery Policy Set) Processor not executing code This computer experienced a problem due to the failure of certain code to execute, resulting in a failed startup of the processor.

  • Page 145: Failure System Board Error

    This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure Start normally repairs this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence.

  • Page 146: Post Error Messages And User Actions

    + up arrow + down arrow. To avoid the need for this manual recovery step, set the HP Sure Start recovery policy to automatic. If this error reoccurs, you must use a service event to identify the source of the error and take appropriate corrective action.
  • Page 147 Primary Battery This code indicates that the primary battery has very low capacity. Replace Search http://www.hp.com/support for details about 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

    Fan not operating The system fan might be malfunctioning. correctly For information about troubleshooting heat-related issues, see http://support.hp.com/us-en/document/c01007591. A hard reset can sometimes restore the system fan to working order. https://support.hp.com/us-en/document/c01684768 for details. If the system fan continues to malfunction, contact support.

  • Page 149: Bug Check Symbolic Names

    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)

    Use the tool (https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx) to determine the cause of the error. Follow general steps for downloading, setting up, and using the Windows 10 debugging tool. A similar process is used for Windows 7 or Windows 8. NOTE: The following screen shots provide only an example of the tool. Specifics shown are not representative of all applications of the debugging tool.
  • Page 151 Select features to install. 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. Windows Software Development Kit (SDK)
  • Page 152 ● Save the workspace. Open the crash dump file. Chapter 7 Troubleshooting guide...

  • Page 153: Display Issue: Pixel Anomalies

    Lookup for Bug Check 0xC2. Display issue: pixel anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might have minor cosmetic manufacturing anomalies or irregularities such as bright or Display issue: pixel anomalies...
  • Page 154 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 you have to remove and install 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: Horizontal Cable Insertion

    Horizontal cable insertion Use flat tool to pull connector evenly. Do not pull on cable to remove. Slide connector into receptacle on same horizontal plane as board and use a flat tool to push evenly into receptacle. Multiple-pin horizontal connector (LVDS cable to display panel) Use these procedures to properly insert and remove a multiple-pin horizontal connector.

  • Page 157: Multiple-Pin Vertical Connector (Lvds Cable To System Board)

    Multiple-pin vertical connector (LVDS cable to system board) Use this procedure to properly insert and remove a multiple-pin vertical connector. ● Remove the connector gasket before removing the connector. ● If the connector has a plastic pull tab, pull the tab to disconnect. Otherwise, use flat tool under the connector to remove evenly.

  • Page 158: Backing Up, Restoring, And Recovering

    Backing up, restoring, and recovering You can use Windows tools or HP software to back up your information, create a restore point, reset your computer, create recovery media, or restore your computer to its factory state. Performing these standard procedures can return your computer to a working state faster.

  • Page 159: Creating A System Restore

    Recovering using HP Recovery media You can use HP Recovery media to recover the operating system and drivers that were installed at the factory. On select products, you can create recovery media on a bootable USB flash drive using the HP Cloud Recovery Download Tool.

  • Page 160: Changing The Computer Boot Order

    Changing the computer boot order If your computer does not restart using the HP Recovery media, you can change the computer boot order, which is the order of devices listed in BIOS for startup information. You can select an optical drive or a USB flash drive, depending on the location of your HP Recovery media.

  • Page 161: 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. To start Computer Setup, turn on or restart the computer, and when the HP logo appears, press enter Computer Setup. Navigating and selecting in Computer Setup You can navigate and select in Computer Setup using one or more methods.

  • Page 162: Updating The Bios

    Your password settings and security settings are not changed when you restore the factory settings. Updating the BIOS Updated versions of the BIOS might be available on the HP website. Most BIOS updates on the HP SoftPaqs . website are packaged in compressed files called Some download packages contain a file named Readme.txt, which contains information regarding...

  • Page 163: Downloading A Bios Update

    After you review the prerequisites, you can check for and download BIOS updates. Perform one of these tasks: ● Select the Search icon in the taskbar, type support in the search box, and then select the HP Support Assistant app. ●...

  • Page 164: Tpm Bios Settings (Select Products Only)

    BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. Advanced users can customize the default configuration.

  • Page 165: Using Hp Pc Hardware Diagnostics

    After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support Assistant: Complete one of the following tasks: ● Select the Search icon in the taskbar, type support in the search box, and then select the HP Support Assistant app. ● Select the question mark icon in the taskbar.

  • Page 166: Accessing Hp Pc Hardware Diagnostics Windows From The Start Menu (Select Products Only)

    To stop a diagnostic test, select Cancel. Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only) After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from the Start menu: Select the Start button, and then select All apps.

  • Page 167: Installing Hp Pc Hardware Diagnostics Windows

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 158. If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues. Using an HP PC Hardware Diagnostics UEFI hardware failure ID code When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit failure ID code is generated.

  • Page 168: Only)

    Application. Proceed with the troubleshooting tests. 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 some situations. ● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.

  • Page 169: Downloading The Latest Hp Pc Hardware Diagnostics Uefi Version

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI Remote HP PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version You can download the latest Remote HP PC Hardware Diagnostics UEFI version to a USB flash drive.

  • Page 170: Customizing Remote Hp Pc Hardware Diagnostics Uefi Settings

    Set the location for downloading the diagnostic tools. This feature provides access to the tools from the HP website or from a server that has been preconfigured for use. Your computer does not require the traditional local storage, such as a hard drive or USB flash drive, to run remote diagnostics.

  • Page 171: Specifications

    Specifications This chapter provides specifications for your computer system. Computer specifications This section provides specifications for your computer. When you travel with your computer, the computer dimensions and weights, as well as input power ratings and operating specifications, provide helpful information. Table 11-1 Computer specifications Metric...

  • Page 172: Display Specifications

    16.0 in Resolution 1920 × 1200 (WUXGA) Surface treatment Antiglare Brightness 300 nits (45% CG) 400 nits (100% sRGB) 800 nits (100% sRGB, HP Sure View) 1000 nits (privacy) Viewing angle UWVA Backlight WLED Display panel interface Solid-state drive specifications This section provides specifications for your solid-state drives.
  • Page 173 Table 11-3 Solid-state drive specifications (continued) 512 GB* 1 TB* 2 TB* Operating temperature 0°C to 70°C 0°C to 70°C 0°C to 70°C (32°F to 158°F) (32°F to 158°F) (32°F to 158°F) NOTE: *1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.

  • Page 174: Statement Of Memory Volatility

    No applications, features, or functionality were added to or installed on the system. Following system shutdown and removal of all power sources from an HP business computer system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and also remains in nonvolatile memory.
  • Page 175 If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu. Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection to return to the prior menu. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu.

  • Page 176: Nonvolatile Memory Usage

    System boot ROM (BIOS) Non-volatile memory, 128 Mbit Download the latest BIOS (16 MB) socketed, removable for your model from the HP website and follow the instructions to flash the BIOS that are on the website RTC (CMOS) RAM Volatile memory, 256 bytes...

  • Page 177: 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 178: Using Hp Sure Start (Select Products Only)

    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. Advanced users can customize the default configuration.

  • Page 179: Power Cord Set Requirements

    Power cord set requirements This chapter provides power cord requirements for countries and regions. The wide-range input feature of the computer permits it to operate from any line voltage from 100 V AC to 120 V AC, or from 220 V AC to 240 V AC. The three-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
  • Page 180 Table 13-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number Germany India Israel Italy Japan Netherlands KEMA New Zealand SANZ Norway NEMKO People's Republic of China Saudi Arabia SASO Singapore South Africa SABS South Korea Sweden SEMKO...
  • Page 181 For 127 V AC, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V AC), with UL and CSA or C-UL marks. For 240 V AC, the flexible cord must be Type H05VV-F three-conductor, 0.75 mm²...

  • Page 182: 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 website at http://www.hp.com/recycle. Chapter 14 Recycling...

  • Page 183: Index

    23 display cable spare part number 20, 37 spare part number 23 illustrated 23 buttons HP PC Hardware Diagnostics UEFI spare part number 23 left touchpad 10 downloading 158 display components 7 power 13, 14 failure ID code 157...
  • Page 184 3 recovery media 148 wireless certification 15 USB 5 Gbps 5 creating using HP Cloud WLAN 15 USB 5 Gbps port with HP Sleep Recovery Download left side components 6 and Charge 6 Tool 148 lights USB Type-C power connector...
  • Page 185 15 removal 54 spare part numbers 54 smart card slot, identifying 7 USB 5 Gbps port with HP Sleep solid-state drive and Charge, identifying 6 illustrated 21 USB 5 Gbps port, identifying 5...

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