HP zbook 15 G3 Maintenance And Service Manual
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HP zbook 15 G3 Maintenance And Service Manual

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HP ZBook 15 G3 Mobile Workstation
Maintenance and Service Guide
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  • Page 1 HP ZBook 15 G3 Mobile Workstation Maintenance and Service Guide...
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License Not all features are available in all editions of Intel, Celeron, and Pentium are trademarks of Agreement (EULA).
  • Page 3 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product description ............................1 2 External component identification ........................6 Display ..................................6 Top ..................................7 TouchPad ............................. 7 Lights ..............................8 Buttons and fingerprint reader ......................9 Special function keys ........................10 Front ..................................11 Left ..................................
  • Page 6 5 Removal and replacement procedures for Customer Self-Repair parts ............. 29 Component replacement procedures ........................29 Bottom cover ............................. 29 Battery ............................... 31 SIM card ............................. 32 Memory module ..........................33 6 Removal and replacement procedures for Authorized Service Provider parts ........... 35 Component replacement procedures ........................
  • Page 7 Remotely deploying BIOS and drivers ............81 Analyze the issue ..........................81 5. Remove or uninstall recently added hardware, software .......... 81 6. HP Hardware Diagnostics and Tools ................82 HP PC Hardware Diagnostics (UEFI) ............. 82 HP Support Assistant (HPSA) ............... 84 HP BIOS Configuration Utility (BCU) .............
  • Page 8 Display ............................. 113 Display anomalies ......................113 Symptom ....................113 Quick check ....................114 HP PC Hardware Diagnostics (UEFI) for video test ........114 Display assembly diagram ................. 115 Dead pixel ........................115 No video (internal) ......................115 No video (external) ....................... 116 DisplayPort/VGA ......................
  • Page 9 Display Issue: Pixel Anomalies ......................147 Cable management ......................... 148 Connector types ..........................149 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7 ................ 151 Using Computer Setup ............................151 Starting Computer Setup ........................ 151 Navigating and selecting in Computer Setup ................. 151 Restoring factory settings in Computer Setup ................
  • Page 10 TPM BIOS settings (select products only) ......................154 Using HP Sure Start (select products only) ....................... 154 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10 ..............155 Using Computer Setup ............................155 Starting Computer Setup ........................ 155 Navigating and selecting in Computer Setup .................
  • Page 11 Removing the HP Recovery partition (select products only) ........171 13 Specifications ............................172 Computer specifications ............................ 172 Hard drive specifications ........................... 173 M.2 solid-state drive specifications ........................174 M.2 PCIe solid-state drive specifications ......................175 14 Statement of memory volatility ........................ 176 Nonvolatile memory usage ..........................

  • Page 13: Product Description

    Product description Category Description Product Name HP ZBook 15 G3 Mobile Workstation Processors 6th Generation Intel® Core™ processors ● Intel Core i7-6820HQ 2.7-GHz (turbo up to 3.6-GHz) processor (2133-MHz front-side bus (FSB), 8.0-MB L3 cache, 45 W) ● Intel Core i7-6700HQ 2.6-GHz (turbo up to 3.5-GHz) processor (2133-MHz FSB, 6.0-MB L3 cache, 45 W) ●...
  • Page 14 Category Description ● FHD (1920×1080), LED, UWVA, 300 nits, touch screen, with or without camera UHD (3840×2160), LED, UWVA, Dream Color 3, 340 nits with or without camera ● Memory Four customer-accessible/upgradable memory module slots Support for DDR4 2133-MHz, dual channel memory Support for 64-GB of system RAM in the following configurations: DDR4-2133 (for Core processors only) ●...
  • Page 15 Support for the following WWAN formats: ● HP hs3110 HSPA+ Intel® Mobile Broadband Module ● HP lt4120 LTE/EVDO/HSPA+ Gobi™ 4G Mobile Broadband Module External media cards Integrated SD UHS-II flash media slot (Realtek) - supports SD, SDHC, SDXC Ports ●...
  • Page 16 VGA (Dsub 15 pin) supporting: 1920×1200 external resolution @ 75 Hz, hot plug and unplug and auto detection for correct output to wide-aspect vs. standard aspect video Docking Support for HP ZBook 65/150/200 W Thunderbolt 3 Dock Keyboard/pointing devices Keyboard...
  • Page 17 Category Description ● Windows 7 Professional 64-bit FreeDOS 2.0 ● Restore media-DRDVD/SRDVD: ● DRDVD Windows 7 64-bit, SP1 ● DRDVD Windows 10 Operating system Restore media-OSDVD: ● Windows 7 Pro 64, SP1 ● Windows 10 Professional 64 Certified: Microsoft WHQL ●...

  • Page 18: External Component Identification

    For information on using the webcam in Windows 7, select Start > All Programs > Communication and Chat > HP WebCam. *The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the antennas free from obstructions.

  • Page 19: Top

    Click the question mark icon in the taskbar. Select My PC, select the Specifications tab, and then select User Guides. To access the user guides, select Start > All Programs > HP Help and Support > HP Documentation. TouchPad Component...

  • Page 20: 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 power-saving state that uses the least amount of power.

  • Page 21: Buttons And Fingerprint Reader

    Buttons 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 22: Special Function Keys

    Component Description A wireless network must be set up before a wireless connection is possible. Volume mute button Mutes and restores speaker sound. Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. Special function keys Component Description Displays system information when pressed in combination with...

  • Page 23: Front

    Amber: The battery charge is from 0 to 90 percent. ● Off: The battery is not charging. Drive light ● Blinking white: The hard drive is being accessed. ● Amber: HP 3D DriveGuard has temporarily parked the hard drive. Speakers Produce sound. Front...

  • Page 24: Left

    Left Component Description Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it may not prevent the computer from being mishandled or stolen. RJ-45 (network) jack/status lights Connects a network cable.

  • Page 25: Right

    Select My PC, select the Specifications tab, and then select User Guides. To access the user guides in Windows 7, select Start > All Programs > HP Help and Support > HP Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled.

  • Page 26: Bottom

    Component Description Power connector Connects an AC adapter. Battery light When AC power is connected: ● White: The battery charge is greater than 90 percent. ● Amber: The battery charge is from 0 to 90 percent. Off: The battery is not charging. ●...

  • Page 27: Labels

    Labels The labels affixed to the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. IMPORTANT: Check the following locations for the labels described in this section: the bottom of the computer, inside the battery bay, under the service door, or on the back of the display. ●...

  • Page 28: Illustrated Parts Catalog

    Illustrated parts catalog Computer major components Chapter 3 Illustrated parts catalog...
  • Page 29 Item Component Spare part number Display assembly (Touch screen; FHD, UWVA; includes webcam) 848265-001 Display assembly (Non-touch; UHD, UWVA) For more display assembly spare part information, see Display assembly subcomponents on page 19 Without webcam 848257-001 With webcam 848258-001 Keyboard (backlit; includes touchpad and keyboard cables) 848311-xx1 For a list of keyboard country codes, see Keyboard on page...
  • Page 30 256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 848237-001 256-GB, Z Turbo drive, PCIe 848235-001 (19) WWAN module HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-001 HP hs3110 HSPA+ Mobile Broadband Module 822828-001 (20) WLAN module Intel Dual Band Wireless-AC 8260...

  • Page 31: Display Assembly Subcomponents

    Display assembly subcomponents Item Component Spare part number Display bezel For use only on computer models not equipped with a webcam 848241-001 For use only on computer models equipped with a webcam 850154-001 Webcam/microphone module (includes double-sided adhesive) 848264-001 Microphone module (includes double-sided adhesive) 854110-001 Display panel 848255-001...

  • Page 32: Bracket Kit

    Bracket Kit Item Component Spare part number Bracket Kit, includes: 848232-001 USB-C bracket EDP bracket (display cable bracket) Fingerprint reader board bracket Smart card bracket Cable Kit Item Component Spare part number Cable Kit, includes: 848244-001 Touchpad cable Pointing stick cable Chapter 3 Illustrated parts catalog...

  • Page 33: Plastics Kit

    Plastics Kit Item Component Spare part number Plastics Kit, includes: 850152-001 VGA cap Fingerprint reader bezel SD card reader insert Plastics Kit...

  • Page 34: Mass Storage Devices

    Mass storage devices Item Component Spare part number Solid-state drive, 2.5-inch 1-TB, PCIe-3x4, NVMe 848238-001 512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC 848240-001 512-GB, Z Turbo drive, PCIe 848236-001 256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 848237-001 256-GB, Z Turbo drive, PCIe 848235-001 Hard drive 7.0 mm (does not include hard drive bracket or screws) 1-TB, 5400-rpm,...

  • Page 35: Miscellaneous Parts

    Miscellaneous parts Component Spare part number AC adapter 150-W HP Smart adapter (slim, 4.5-mm) 776620-001 Power cord (3-pin, black, 1.83-m) For use in Argentina 490371-D01 For use in Australia 490371-011 For use in Brazil 490371-202 For use in Denmark 490371-081...

  • Page 36: 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: ● Flat-bladed screw driver ● Magnetic screw driver Phillips P0 and P1 screw drivers ● Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.

  • Page 37: 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 38 CAUTION: To prevent damage to the computer when you are removing or installing internal components, observe these precautions: Keep components in their electrostatic-safe containers until you are ready to install them. Before touching an electronic component, discharge static electricity by using the guidelines described in this section.

  • Page 39: 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 40 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 41: Removal And Replacement Procedures For Customer Self-Repair Parts

    Removal and replacement procedures for Customer Self-Repair parts NOTE: The Customer Self-Repair program is not available in all locations. Installing a part not supported by the Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer Self-Repair is supported in your location.
  • Page 42 Lift the bottom cover off the computer (2). Reverse this procedure to install the bottom cover. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 43: Battery

    WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP. CAUTION: Removing a user-replaceable battery that is the sole power source for the computer can cause loss of information.

  • Page 44: Sim Card

    SIM card The SIM card is installed in a slot located under the battery. Before removing the SIM card, 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 45: Memory Module

    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 46 Remove the memory module: Spread the retaining tabs (1) on each side of the memory module slot to release the memory module. (The memory module tilts up.) Remove the memory module (2) by pulling the module away from the slot at an angle. Reverse this procedure to install a memory module.

  • Page 47: Removal And Replacement Procedures For Authorized Service Provider Parts

    Removal and replacement procedures for Authorized Service Provider parts CAUTION: Components described in this chapter should only be accessed by an authorized service provider. Accessing these parts can damage the computer or void the warranty. Component replacement procedures This chapter provides removal and replacement procedures for Authorized Service Provider only parts. There are as many as 68 screws that must be removed, replaced, and/or loosened when servicing the computer.
  • Page 48 Remove the display bezel. The display bezel is available using the following spare part numbers: 848241-001: Models without a webcam 850154-001: Models with a webcam If it is necessary to replace the display panel: Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...
  • Page 49 CAUTION: Make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to the display panel. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in front of the display enclosure.
  • Page 50 Remove the webcam/microphone module (3). The webcam/microphone module is available using spare part number 848264-001. The microphone module is available using spare part number 854110-001. Reverse this procedure to reassemble and install the display assembly components. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 51: Solid-State Drive (M.2)

    Solid-state drive (M.2) Description Spare part number 512-GB, M.2, PCIe 813138-001 256-GB, M.2, PCIe 795955-001 128-GB, M.2, PCIe 813137-001 Before removing the solid-state drive, follow these steps: 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 52: Wlan Module

    WLAN module Description Spare part number Intel Dual Band Wireless-AC 8260 806721-001 Intel Dual Band Wireless-AC 8260 (non-vPro) 806722-001 CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region.
  • Page 53 Remove the WLAN module (3) by pulling the module away from the slot at an angle. NOTE: WLAN modules are notched to prevent incorrect installation. NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective sleeves should be installed on the antenna connectors, as shown in the following illustration.

  • Page 54: Wwan Module

    WWAN module Description Spare part number HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-001 HP hs3110 HSPA+ Mobile Broadband Module 822828-001 CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region.

  • Page 55: Rtc Battery

    NOTE: If the WWAN antenna cables are not connected to the terminals on the WWAN module, protective sleeves should be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WWAN module. RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive)
  • Page 56 Detach the RTC battery (2) from the base enclosure. (The RTC battery is attached to the base enclosure with double-sided adhesive.) Remove the RTC battery and cable. Reverse this procedure to install the RTC battery. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 57: Keyboard

    Keyboard For use in country or region Spare part For use in country or region Spare part number number Keyboard with backlight and pointing stick (includes keyboard cable and backlight cable: The pointing stick cable is available in the Cable Kit using spare part number 848244-001. For use in Belgium 848311-A41 For use in Northwest Africa...
  • Page 58 Partially open the computer. Rest and secure the computer on its left side. Insert a thin tool into the keyboard release hole near the fan, and then press on the back of the keyboard until the keyboard disengages from the computer. Turn the computer right-side up, with the front toward you.
  • Page 59 Lift the rear edge of the keyboard and swing the it up and forward until it rests upside down on the palm rest (1). Swing the rear edge of the keyboard (1) up and forward until it rests upside down on the palm rest. Release the zero insertion force (ZIF) connector (2) to which the keyboard cable is attached, and then disconnect the keyboard cable from the system board (3).

  • Page 60: Speakers

    Speakers Description Spare part number Speakers (includes cable) 848233-001 Before removing the speakers, 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 61: Touchpad Module

    Touchpad module Description Spare part number Touchpad module 850944-001 The touchpad module cable is available in the Cable Kit using spare part number 848244-001. Before removing the touchpad 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 62: Led Board

    LED board Description Spare part number LED board 848246-001 Before removing the LED 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 63: Fans

    Fans Description Spare part number Fan for use over the processor 848251-001 Fan for use over the graphics card 848252-001 Before removing the fan, follow these steps: 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 64 Remove the antenna cable from the clips in the fan (2). Disconnect the fan cable from the system board (3). Loosen the two captive Phillips screws that secure the fan to the computer (4). Remove the fan assembly (5). Reverse this procedure to install the fan. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 65: Smart Card Reader

    Smart card reader Description Spare part number Smart card reader (includes cable) 848245-001 The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001. Before removing the smart card reader, 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 66: Hard Drive

    Hard drive NOTE: The hard drive spare part kit does not include the hard drive bracket or screws. These components are included in the Hard Drive Hardware Kit, spare part number 848231-001. Description Spare part number Hard drive, 7.0 mm 1-TB, 5400-rpm, 762990-001 500-GB, 5400-rpm, hybrid 8 GB...
  • Page 67 Lift the hard drive (2). If it is necessary to disassemble the hard drive, perform the following steps: Remove the four Phillips PM3.0×3.0 screws (1) that secure the hard drive bracket to the hard drive. Remove the hard drive bracket from the hard drive (2). Remove the hard drive connector and cable from the hard drive (3).

  • Page 68: Fingerprint Reader Board

    Fingerprint reader board Description Spare part number Fingerprint reader board (includes bracket, cable, and double-sided adhesive) 850151-001 The fingerprint reader bracket is available in the Bracket Kit, spare part number 848232-001. Before removing the fingerprint reader board, follow these steps: Turn off the computer.
  • Page 69 The fingerprint reader board cable is attached to the top cover with double-sided adhesive. Use a tool to pry the fingerprint reader board up (4), and then remove the board and cable. Reverse this procedure to install the fingerprint reader board. Component replacement procedures...

  • Page 70: Heat Sink Assembly

    Heat sink assembly NOTE: Only remove the heat sink from the system board if its removal is required to remove other components. It is preferred to leave the heat sink connected to the system board when possible to preserve the thermal materials used between the heat sink and system board. Removal of the heat sink requires reapplication of this thermal material.
  • Page 71 Remove the fan/heat sink assembly (9). NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink assembly and the system board components, it may be necessary to move the heat sink assembly from side to side to detach it. On models with UMA graphics memory: Following the (1) through (4) sequence stamped into the processor heat sink, loosen the four Phillips captive screws that secure the processor heat sink to the system board.
  • Page 72 Remove the fan/heat sink assembly (5). NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink assembly and the system board components, it may be necessary to move the heat sink assembly from side to side to detach it. NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink assembly and the system board components each time the fan/heat sink assembly is removed.
  • Page 73 ● On models with UMA graphics memory, thermal pads are used on the processor (1) and the heat sink section (2) that services it Reverse this procedure to install the heat sink assembly. Component replacement procedures...

  • Page 74: Graphics Board

    Graphics board NOTE: The graphics board spare part kit includes replacement thermal material. Description Spare part number NVIDIA Quadro K1100M NVIDIA N15P-Q1 graphics board 848261-001 NVIDIA Quadro K610M NVIDIA N15M-Q2 graphics board 848262-001 NVIDIA Quadro K2100M NVIDIA N15P-Q3 graphics board 848263-001 Before removing the graphics board, follow these steps: Turn off the computer.

  • Page 75: System Board

    System board NOTE: The system board spare part kit includes battery connector bracket and replacement thermal material. All system boards use the following part numbers: xxxxxx-001: Windows 7 or non-Windows operating systems xxxxxx-601: Windows 10 operating system Description Spare part number System board equipped with an Intel Core i7-6820HQ processor 848221-xxx System board equipped with an Intel Core i7-6700HQ processor...
  • Page 76 Disconnect the remaining cables from the system board: (4) Fingerprint reader cable (5) Touchpad cable (6) RTC battery cable (7) Speaker cable (8) LED board cable Remove the two Phillips PM2.5×7.0 screws (1) from the VGA bracket, and then remove the bracket (2). Remove the three Phillips PM2.5×7.0 screws (3) from the USB-C bracket, and then remove the bracket (4).
  • Page 77 Remove the four Phillips PM2.5×5.0 screws (1) that secure the system board to the computer. Lift up on the left side of the system board (2) until it rests at an angle. Remove the system board (3) by sliding it up and to the left. Reverse this procedure to install the system board.

  • Page 78: Buttons

    Buttons Before removing the buttons, 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. Disconnect all external devices from the computer.

  • Page 79: Display Assembly

    Display assembly NOTE: Touch display assemblies are spared as a whole unit assemblies only. Non-touch display assemblies are spared at the subcomponent level and as whole units. To remove the display assembly and non-touch display subcomponents, follow these steps: 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 Remove the hinge cover (2). Separate the display from the computer (3). If it is necessary to replace the display assembly subcomponents: Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of the display bezel until the bezel disengages from the display enclosure.
  • Page 81 Remove the display bezel. The display bezel is available using the following spare part numbers: 848241-001: Models without a webcam 850154-001: Models with a webcam NOTE: The display assembly will not be connected to the computer as shown in the following image.
  • Page 82 CAUTION: Before turning the display panel upside down, make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to the display panel. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in front of the display enclosure.
  • Page 83 Remove the display panel from the display enclosure (3). NOTE: The display assembly will not be connected to the computer as shown in the following image. Remove the display panel. The display panel is available using spare part numbers 848255-001 (SVA panel), 848256-001 (UWVA panel).
  • Page 84 Remove the webcam/microphone module (3) from the display enclosure. Remove the webcam/microphone module. The webcam/microphone module is available using spare part number 848264-001. The microphone module is available using spare part number 854110-001. If it is necessary to replace the display hinges: Remove the display cable from the left hinge (1).
  • Page 85 Remove the cable from under the tape on the left side of the display enclosure (1). Remove the display/webcam cable from the enclosure (2). The display/webcam cable is available using spare part number 848253-001. If it is necessary to replace the WLAN antennas, release the WLAN antenna cables from the routing channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
  • Page 86 If it is necessary to replace the WWAN antennas, release the WWAN antenna cables from the routing channels built into the display enclosure (1), and then lift the cables from the display enclosure (2). The WWAN antennas are available using spare part number 848229-001 Reverse this procedure to reassemble and install the display assembly.

  • Page 87: Lock Bracket

    Lock bracket Before removing the lock bracket, 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. Disconnect all external devices from the computer.

  • Page 88: 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 89: 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 90: 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 91 No wake up on page 109 on page 100 Unresponsive on page 111 Burnt smell on page 101 Slow performance on page 111 HP Smart Adapter warning message on page 112 Incorrect time and date on page 112 a,b,c similar symptoms...

  • Page 92: Examine The Environment

    Fan runs constantly on page 115 error) on page 129 on page 134 TouchPad on page 121 No video (external) Read-write error HP Thermal Monitor on page 116 on page 130 Network Connectivity on page 85 Ethernet (RJ-45 jack) DisplayPort/VGA...

  • Page 93: 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 94: 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 95 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...

  • Page 96: 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 HP Support Assistant.

  • Page 97: 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 98: 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 99: 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 100: 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 G3 Mobile Workstations (Studio, ZBook 15, and ZBook 17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable and/or the system needs a hardware reset.

  • Page 101: Resolve The Issue

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

  • Page 102: 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 103: 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 104: Safe Mode

    HP PCs – Windows 7 Safe Mode ● ● HP PCs – Windows Safe Mode (Windows 10, 8) 12. Test with verified working configuration (hardware and/or operating system) One troubleshooting technique that can quickly isolate an issue is using a verified working part while testing.

  • Page 105: 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 106: 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 107: 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 78 tables.
  • Page 108 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 109: Intermittent Power-On, Shutdown, Reboot

    operating system) on page 13. Replace the system board on page 92) 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. Therefore, after the service door and RTC 3V battery are removed, no need to press power button from top side.

  • Page 110: 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 111 (6. HP Hardware Diagnostics and Tools on page ● HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. Use HP Support Assistant tools in Windows (HP Support Assistant (HPSA) on page Verify that battery is recognized and charging.

  • Page 112: 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. Reference: HP Notebook Mobile Workstations - Improving Battery Performance...

  • Page 113: Burnt Smell

    Perform hardware reset (8. Hard reset on page 89) 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 114: Blinking Lights

    If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 81) and perform soft reset (9. Soft reset (Default Settings) on page 90) if needed. Go to next step to verify display. Verify display ●...

  • Page 115: Diagnostics Error Messages

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

  • Page 116: 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 117: 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 118: Blue Screen

    Resolving Blue Screen errors in Windows HP Troubleshooting Error Messages on a blue screen: HP Notebook PCs - Troubleshooting Error Messages on a Blue Screen that may Occur During Startup or Boot Overview of General Troubleshooting Steps for a blue screen error Note the blue screen error message and what activity was performed at the time.
  • Page 119 ● 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...

  • Page 120: Freeze At Windows Logo (Hang/Lockup)

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

  • Page 121: Electromagnetic Interference (Emi)

    Roll back to previous version may be necessary. Go to safe mode to install drivers. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 81).
  • Page 122 ● Blank screen Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 86) is blinking (indicating Sleep state). Press ● Some light activity power button to exit Sleep. Reset BIOS to default (associated with OS Power Management in Power Menu) Update BIOS and drivers on page Verify power management settings in Windows Power Options.

  • Page 123: Unresponsive

    Unresponsive 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 Symptom Possible causes...

  • Page 124: Hp Smart Adapter Warning Message

    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...

  • Page 125: 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 126: 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 127: 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 147 for the HP dead pixel policy.

  • Page 128: No Video (External)

    (4. Update BIOS and drivers on page 81). Update BIOS and drivers (4. Update BIOS and drivers on page 81) when sound is heard but no video on HDTV. References HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues 116 Chapter 7 Troubleshooting guide...

  • Page 129: 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 130: 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 HP Notebook PCs - Touch Screen Issues (Windows 10)

  • Page 131: 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 132: Keyboard Point Stick

    Keyboard point stick 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 133: 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 134: Network Connectivity Wireless (Wlan)

    Test with HP Support Assistant in Windows. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. Examine Ethernet ports on the computer, docking station, and wall for damage, dust, obstructions. Update drivers: Verify that Ethernet module is displayed in Device Manager and be sure that device driver is up to date.

  • Page 135: Wwan

    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 136: Usb

    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 port/hub in case of power surge.

  • Page 137: Smart Card Reader

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

  • Page 138: 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 139: Thunderbolt (Tb)

    Thunderbolt (TB) 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 140: 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 141: 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 142: Read-Write Error

    141). Blue screen (BSOD) error Faulty hard drive may cause blue screen error. Perform the drive tests using the HP Diagnostics Tool to make sure the drive is functional. If all of the tests pass, see Common Blue Screen Error Messages on page 141 detailed troubleshooting steps.

  • Page 143: 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 144: 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. 132 Chapter 7 Troubleshooting guide...

  • Page 145: Noise (Sound)

    Reducing Heat Inside the PC to Prevent Overheating. Noise (sound) 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 146: Fan Runs Constantly

    Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. For more information, see the following links: ● HP Notebook PCs - Fan is Noisy and Spins Constantly, PC is Warmer than Normal. Reducing Heat Inside the PC to Prevent Overheating.

  • Page 147: 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 82).

  • Page 148: 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 149: Blinking Lights And Boot Error Codes

    Blinking lights and boot error codes The information below is from the white paper HP Business Notebook and Desktop PC F10 Setup, 2014 Business PC models. In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem.

  • Page 150: 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 151: 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 152 Primary Battery This indicates that the primary battery has very low capacity. See Replace Checking the Status of the Battery for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Battery Check Secondary Battery This indicates that the secondary battery has very low capacity.

  • Page 153: Routine Maintenance For Performance Improvement

    Routine Maintenance for Performance Improvement HP Notebook PCs - Improving the Performance of Your Computer. The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document. Tasks Weekly Monthly Occasionally Perform a system tune up.

  • Page 154: 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 155: Windows Software Development Kit (Sdk)

    Windows Software Development Kit (SDK) Download the SDK from the following link: https://msdn.microsoft.com/en-us/windows/desktop/bg162891.aspx Set up the SDK in the configuration window (Windows 10 shown). Select features to install. Additional information 143...
  • Page 156 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. 144 Chapter 7 Troubleshooting guide...
  • Page 157 Open the crash dump file. Additional information 145...
  • Page 158 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. 146 Chapter 7 Troubleshooting guide...

  • Page 159: 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 160: 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 161: Connector Types

    Connector types IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands. There are several different types of connectors on the system board with different requirements for cable removal or insertion. Flex cable When connecting flex cables, push the cable completely, evenly into the connector. When removing flex cables from a ZIF connector on the system board, always follow these steps: Squeeze on the top of the retaining latch attached to the cable end of the connector.
  • Page 162 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 163: Computer Setup (Bios), Tpm, And Hp Sure Start In Windows 7

    To start Computer Setup, follow these steps: ▲ Start Computer Setup. ● Computers or tablets with keyboards: ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Tablets without keyboards: ● ▲...

  • Page 164: 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 165: 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. Access Help and Support by selecting Start > All Programs > HP Help and Support > HP Support Assistant.

  • Page 166: Changing The Boot Order Using The F9 Prompt

    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 167: Computer Setup (Bios), Tpm, And Hp Sure Start In Windows 10

    To start Computer Setup, follow these steps: ▲ Start Computer Setup. ● Computers or tablets with keyboards: ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Tablets without keyboards: ● ▲...

  • Page 168: Restoring Factory Settings In Computer Setup

    Select Main, select Save Changes and Exit, and then press enter. Your changes go into effect when the computer restarts. NOTE: Your password settings and security settings are not changed when you restore the factory settings. 156 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10...

  • Page 169: Updating The Bios

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

  • Page 170: Changing The Boot Order Using The F9 Prompt

    For any compliance issues arising from your operation/usage of TPM which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will not be responsible for any related liabilities.

  • Page 171: Using Hp Sure Start (Select Products Only)

    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 172: 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 173 Click Find Now to let HP automatically detect your product. Select your computer, and then select your operating system. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want. Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 161...

  • Page 174: 11 Backup And Recovery In Windows 7

    11 Backup and recovery in Windows 7 Your computer includes HP and Windows tools to help you safeguard your information and retrieve it if you ever need to. These tools will help you return your computer to a proper working state, all with simple steps.

  • Page 175: Creating Recovery Media

    HP Recovery Disc Creator can create two kinds of recovery DVDs: ● Windows 7 operating system DVD—Installs the operating system without additional drivers or applications. Driver Recovery DVD—Installs specific drivers and applications only, in the same way that the HP ●...

  • Page 176: Performing A System Recovery

    To create a backup using Windows Backup and Restore: NOTE: The backup process may take over an hour, depending on file size and the speed of the computer. Select Start > All Programs > Maintenance > Backup and Restore. Follow the on-screen instructions to set up your backup, create a system image (select products only), or create system repair media (select products only).

  • Page 177: Using F11 Recovery Tools (Select Products Only)

    Windows 7 operating system DVD to reboot the computer and repair the operating system. To order a Windows 7 operating system DVD, go to the HP website. For U.S. support, go to http://www.hp.com/support. For worldwide support, go to http://welcome.hp.com/country/us/en/...
  • Page 178 NOTE: This process takes several minutes. If possible, back up all personal files. Restart the computer, and then insert the Windows 7 operating system DVD into the optical drive before the Windows operating system loads. When prompted, press any keyboard key. Follow the on-screen instructions.

  • Page 179: 12 Backup And Recovery In Windows 10

    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 180: 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. Only one set of recovery media can be created. Handle these recovery tools carefully, and keep ◦...

  • Page 181: Recovering Using Hp Recovery Manager

    167. ● If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not work, you can obtain recovery media for your system from support. See the Worldwide Telephone Numbers booklet included with the computer. You can also find contact information from the HP website.

  • Page 182: Using The Hp Recovery Partition (Select Products Only)

    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 183: Removing The Hp Recovery Partition (Select Products Only)

    Follow the on-screen instructions. Removing the HP Recovery partition (select products only) HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space. IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery or create HP recovery media from the HP Recovery partition.

  • Page 184: 13 Specifications

    13 Specifications Computer specifications Metric U.S. Dimensions Width 38.6 cm 15.2 in Depth 26.4 cm 10.4 in Height (front) 2.6 cm Weight (computer equipped with the lightest panel, Core i5 2.7 kg 5.95 lb processor, discrete graphics, (1) 8-GB SODIMM, SATA SSD, WLAN module, WWAN module, no fingerprint reader, 9-cell battery, backlit keyboard, touchpad) Input power...

  • Page 185: Hard Drive Specifications

    Hard drive specifications 1-TB* 500-GB** Dimensions Height 9.5 mm 9.5 mm Length 100.4 mm 100.4 mm Width 69.9 mm 69.9 mm Weight 110 g 110 g Interface type SATA SATA Transfer rate Synchronous (maximum) 1.1 GB/sec 1.1 GB/sec Security ATA security ATA security Seek times (typical read, including setting) Single track...

  • Page 186: M.2 Solid-State Drive Specifications

    M.2 solid-state drive specifications 256-GB* 512-GB* Dimensions Height 1 mm 1 mm Length 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm Weight < 10 g < 10 g Interface type ATA-7 ATA-7 Transfer rate Sequential Read Up to 540 MB/s Up to 500 MB/s Random Read Up to 85K IOPs...

  • Page 187: M.2 Pcie Solid-State Drive Specifications

    M.2 PCIe solid-state drive specifications 256-GB* 512-GB* Dimensions Height 1 mm 1 mm Length 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm Weight < 10 g < 10 g Interface type ATA-7 ATA-7 Transfer rate Sequential Read Up to 2150 MB/s Up to 2150 MB/s Random Read Up to 300,000 IOPs...

  • Page 188: 14 Statement Of Memory Volatility

    Following system shutdown and removal of all power sources from an HP Business PC system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and will also remain in nonvolatile memory.
  • Page 189 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 190 NOTE: If the system has a BIOS administrator password, enter the password at the prompt. Select Main, select Restore Defaults, and then select Yes to load defaults. Select the Security menu, select Restore Security Level Defaults, and then select Yes to restore security level defaults.
  • Page 191 NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer into an AC outlet before starting. Turn on or restart the computer, and then press while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen.

  • Page 192: 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 PC configuration data for select...
  • Page 193 Fingerprint reader 512 KByte flash Stores Fingerprint reader memory is Only a digitally signed fingerprint programmed by user application can make the templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 181...

  • Page 194: 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 195: 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 196: 15 Power Cord Set Requirements

    15 Power cord set requirements The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 volts AC, or from 220 to 240 volts AC. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
  • Page 197 Country/region Accredited agency Applicable note number South Korea Sweden CEMKO Switzerland Taiwan BSMI The United Kingdom The United States The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used. The flexible cord must be Type SPT-3 or equivalent, No.

  • Page 198: 16 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 199: Index

    Index center TouchPad 7 removal 36, 69 AC adapter, spare part numbers 23 left TouchPad 7 spare part numbers 19 Antenna Kit, WLAN power 9 display rear cover spare part number 19 removal 66 spare part number 19 Antenna Kit, WWAN right pointing stick 7 display subcomponents spare part number 19...
  • Page 200 169 serial number 15 removal 67 model name 1 service 15 HP PC Hardware Diagnostics (UEFI) wireless certification 15 using 160 WLAN 15 HP Recovery Disc Creator, using 162 network jack, identifying 12 nonvolatile memory 176 188 Index...
  • Page 201 184 system 169 SIM card spare part numbers 23 USB flash drive 170 removal 32 power lights 8, 11 using HP Recovery media 168 slots power requirements, product recovery media security cable 12 description 4 creating 167 smart card bracket primary M.2...
  • Page 202 speakers USB Type-C (Thunderbolt-3–enabled removal 48 ports, identifying 13 spare part number 17, 48 USB-C bracket speakers, identifying 11, 14 illustrated 20 specifications computer 172 vents, identifying 14 hard drive 173 VGA cap, illustrated 21 M.2 solid-state drive 174, 175 video, product description 3 Startup Repair, using 164 volume mute button, identifying 10...

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