Your computer includes Customer Self-Repair parts and parts that should be accessed by only an authorized service provider. IMPORTANT: See "Removal and ...
Maintenance and Service Guide SUMMARY This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more. Legal information © Copyright 2022 HP Development Company, L.P. AMDTM, Athlon, Ryzen, Radeon, and Radeon Vega are trademarks of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel, Core, Thunderbolt, and XMM are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries. NVIDIA, GeForce, and Optimus are trademarks and/or registered trademarks of NVIDIA Corporation in the U.S. and other countries. Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. USB Type-C and USB-C are registered trademarks of USB Implementers Forum. DisplayPortTM and the DisplayPortTM logo are trademarks owned by the Video Electronics Standards Association (VESA®) in the United States and other countries. Miracast is a registered trademark of Wi-Fi Alliance. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. First Edition: April 2022 Document Part Number: M22133-002 Product notice This guide describes features that are common to most models. Some features may not be available on your computer. Not all features are available in all editions or versions of Windows. Systems may require upgraded and/or separately purchased hardware, drivers, software or BIOS update to take full advantage of Windows functionality. Windows 10 is automatically updated, which is always enabled. ISP fees may apply and additional requirements may apply over time for updates. Go to http://www.microsoft.com for details. To access the latest user guides, go to http://www.hp.com/support, and follow the instructions to find your product. Then select Manuals. Software terms By installing, copying, downloading, or otherwise using any software product preinstalled on this computer, you agree to be bound by the terms of the HP End User License Agreement (EULA). If you do not accept these license terms, your sole remedy is to return the entire unused product (hardware and software) within 14 days for a full refund subject to the refund policy of your seller. For any further information or to request a full refund of the price of the computer, please contact your seller. Important notice about Customer Self-Repair parts Your computer includes Customer Self-Repair parts and parts that should be accessed by only 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" can damage the computer or void your warranty. iii Safety warning notice Reduce the possibility of heat-related injuries or of overheating the computer by following the practices described. 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. 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 comply with the user-accessible surface temperature limits defined by applicable safety standards. iv Safety warning notice Table of contents 1 Product description................................................................................................................................................................1 2 Components ...........................................................................................................................................................................5 Right ................................................................................................................................................................................... 5 Rear ...................................................................................................................................................................................6 Left ..................................................................................................................................................................................... 7 Display ...............................................................................................................................................................................7 Bottom ...............................................................................................................................................................................9 Button, speakers, and fingerprint reader..........................................................................................................................9 3 Illustrated parts catalog ......................................................................................................................................................11 Computer major components..........................................................................................................................................11 Display assembly subcomponents..................................................................................................................................14 Mass storage devices.......................................................................................................................................................16 Miscellaneous parts.........................................................................................................................................................17 4 Removal and replacement procedures preliminary requirements.....................................................................................20 Tools required ..................................................................................................................................................................20 Service considerations.....................................................................................................................................................20 Plastic parts .............................................................................................................................................................20 Cables and connectors.............................................................................................................................................20 Drive handling..........................................................................................................................................................20 Workstation guidelines ...........................................................................................................................................21 Electrostatic discharge information................................................................................................................................21 Generating static electricity ....................................................................................................................................22 Preventing electrostatic damage to equipment .....................................................................................................22 Personal grounding methods and equipment ........................................................................................................23 Grounding the work area .........................................................................................................................................23 Recommended materials and equipment...............................................................................................................23 Packaging and transporting guidelines ..........................................................................................................................24 5 Removal and replacement procedures for Customer Self-Repair parts.............................................................................25 Component replacement procedures..............................................................................................................................25 Preparation for disassembly ...................................................................................................................................25 Bottom cover ...........................................................................................................................................................25 Battery .....................................................................................................................................................................27 Memory modules.....................................................................................................................................................28 WLAN module ..........................................................................................................................................................29 WWAN module .........................................................................................................................................................31 Solid-state drive ......................................................................................................................................................33 v 6 Removal and replacement procedures for authorized service provider parts...................................................................35 Component replacement procedures..............................................................................................................................35 Preparation for disassembly ...................................................................................................................................35 Fan ...........................................................................................................................................................................35 Heat sink ..................................................................................................................................................................36 Speakers ..................................................................................................................................................................38 USB board ................................................................................................................................................................39 Fingerprint reader board .........................................................................................................................................40 NFC module..............................................................................................................................................................41 Touchpad .................................................................................................................................................................42 RTC battery ..............................................................................................................................................................43 System board...........................................................................................................................................................44 Display assembly.....................................................................................................................................................47 Keyboard with top cover..........................................................................................................................................53 7 Troubleshooting guide.........................................................................................................................................................54 Resources.........................................................................................................................................................................54 General troubleshooting steps........................................................................................................................................55 Identify the issue .....................................................................................................................................................55 1. Understand the issue...................................................................................................................................55 Boot up sequence ....................................................................................................................................56 Failure classification ................................................................................................................................56 2. Examine the environment ...........................................................................................................................58 3. Perform a visual inspection of hardware ....................................................................................................58 4. Update BIOS and drivers..............................................................................................................................59 Manually updating BIOS and drivers .......................................................................................................59 Remotely deploying the BIOS and drivers...............................................................................................59 Analyze the issue.....................................................................................................................................................59 5. Remove or uninstall recently added hardware, software...........................................................................59 6. HP Hardware Diagnostics and Tools............................................................................................................59 HP PC Hardware Diagnostics (UEFI) ........................................................................................................59 HP BIOS Configuration Utility (BCU) ........................................................................................................61 HP Image Diagnostic Tool........................................................................................................................61 HP Thermal Monitor ................................................................................................................................61 Non HP diagnostics tools ........................................................................................................................62 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages.............................62 Status lights.............................................................................................................................................62 Blinking light codes .................................................................................................................................63 POST error messages ..............................................................................................................................63 Resolve the issue .....................................................................................................................................................64 8. Hard reset ....................................................................................................................................................64 9. Soft reset (Default Settings) .......................................................................................................................65 10. Reseat cables and connections .................................................................................................................66 11. Test with minimum configuration .............................................................................................................66 Essential hardware configuration ...........................................................................................................67 Safe mode................................................................................................................................................67 12. Test with verified working configuration (hardware or operating system)..............................................68 13. Replace the system board.........................................................................................................................68 vi Verify solution .........................................................................................................................................................69 Helpful Hints ....................................................................................................................................................................69 At startup.................................................................................................................................................................69 During operation......................................................................................................................................................69 Consulting with HP Service......................................................................................................................................70 Common issues and possible solutions ..........................................................................................................................71 Power-on issues ......................................................................................................................................................71 No power..........................................................................................................................................................71 Intermittent power-on, shutdown, reboot .....................................................................................................73 AC adapter issue ..............................................................................................................................................74 Battery not recognized, not charging .............................................................................................................74 Battery discharges too fast .............................................................................................................................77 Burnt smell ......................................................................................................................................................77 POST.........................................................................................................................................................................78 No video (with power)......................................................................................................................................78 Blinking lights ..................................................................................................................................................79 Diagnostic error messages..............................................................................................................................80 BIOS password .................................................................................................................................................80 Performance (OS) ....................................................................................................................................................81 Intermittent shutdown ....................................................................................................................................81 Blue screen ......................................................................................................................................................83 Freeze at Windows Logo (hang or lockup) ......................................................................................................84 Electromagnetic Interference (EMI) ................................................................................................................85 No wake up ......................................................................................................................................................86 Unresponsive ...................................................................................................................................................87 Slow performance ...........................................................................................................................................88 HP Smart Adapter warning message ..............................................................................................................88 Incorrect time and date ...................................................................................................................................89 Display .....................................................................................................................................................................90 Display anomalies ...........................................................................................................................................90 Symptom .................................................................................................................................................90 Quick check..............................................................................................................................................91 HP PC Hardware Diagnostics (UEFI) for video test..................................................................................91 Display assembly diagram ......................................................................................................................91 Dead pixel ........................................................................................................................................................92 No video (internal)...........................................................................................................................................92 No video (external) ..........................................................................................................................................92 DisplayPort/VGA ..............................................................................................................................................93 HDMI.................................................................................................................................................................93 No or bad external video via docking..............................................................................................................94 Incorrect or missing color/distorted image.....................................................................................................94 Touch screen....................................................................................................................................................95 I/O devices................................................................................................................................................................96 Keyboard..........................................................................................................................................................96 Keyboard pointing stick (select products only)...............................................................................................97 Keyboard backlight..........................................................................................................................................98 Touchpad .........................................................................................................................................................98 Network connectivity (RJ-45 jack) ..................................................................................................................99 vii Network connectivity wireless (WLAN) ...........................................................................................................99 WWAN ............................................................................................................................................................100 USB.................................................................................................................................................................100 Smart card reader..........................................................................................................................................101 Speaker, headphone - audio issues...............................................................................................................102 Thunderbolt (TB) ...........................................................................................................................................103 Storage...................................................................................................................................................................104 Hard drive or solid-state drive not recognized .............................................................................................105 No boot to operating system (no read-write error) ......................................................................................106 Read-write error ............................................................................................................................................107 Slow performance .........................................................................................................................................107 Blue screen (BSOD) error ...............................................................................................................................108 Noisy hard drive.............................................................................................................................................108 Mechanical .............................................................................................................................................................109 Noise (sound).................................................................................................................................................109 Fan runs constantly .......................................................................................................................................109 Thermal shutdown (hot)................................................................................................................................111 Additional information ..................................................................................................................................................111 Acronyms ...............................................................................................................................................................111 Blinking lights and boot error codes .....................................................................................................................112 Processor not executing code .......................................................................................................................113 BIOS recovery code unable to find valid BIOS recovery image .....................................................................113 Memory module error ...................................................................................................................................113 Graphics Controller Error (No Controller) ......................................................................................................113 Failure System Board Error............................................................................................................................114 Intel Trusted Execution Technology (TXT) Error ...........................................................................................114 Sure Start unable to find valid BIOS Boot Block image .................................................................................114 Sure Start has identified a problem (Manual Recovery Policy Set) ..............................................................114 POST error messages and user actions.................................................................................................................115 Routine maintenance for performance improvement..........................................................................................117 Common blue screen error messages...................................................................................................................117 Error message list..........................................................................................................................................117 Bug check symbolic names ...........................................................................................................................118 Microsoft general troubleshooting of Windows bug check codes................................................................118 Use Windows Debugging Tool ...............................................................................................................................118 Windows Software Development Kit (SDK)...................................................................................................119 Display issue: pixel anomalies ..............................................................................................................................122 Cable management................................................................................................................................................124 Connector types.....................................................................................................................................................124 Flex cable .......................................................................................................................................................124 Horizontal cable insertion .............................................................................................................................125 Multiple-pin horizontal connector (LVDS cable to display panel).................................................................125 Multiple-pin vertical connector (LVDS cable to system board).....................................................................126 8 Using Setup Utility (BIOS) ..................................................................................................................................................127 Starting Setup Utility (BIOS) ..........................................................................................................................................127 Updating Setup Utility (BIOS) ........................................................................................................................................127 Determining the BIOS version ...............................................................................................................................127 viii Preparing for a BIOS update ..................................................................................................................................128 Downloading a BIOS update ..........................................................................................................................128 Installing a BIOS update ................................................................................................................................128 9 Backing up, restoring, and recovering ...............................................................................................................................130 Backing up information and creating recovery media ..................................................................................................130 Using Windows tools for backing up .....................................................................................................................130 Using the HP Cloud Recovery Download Tool to create recovery media (select products only)..........................130 Restoring and recovering your system .........................................................................................................................130 Creating a system restore .....................................................................................................................................131 Restoring and recovery methods ..........................................................................................................................131 Recovering using HP Recovery media ...................................................................................................................131 Changing the computer boot order .......................................................................................................................132 Using HP Sure Recover (select products only) ......................................................................................................132 10 Using HP PC Hardware Diagnostics .................................................................................................................................133 Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store....................................................133 Customizing Remote HP PC Hardware Diagnostics UEFI settings ................................................................................133 11 Specifications...................................................................................................................................................................134 Computer specifications ................................................................................................................................................134 39.6 cm (15.6 in) display specifications ........................................................................................................................134 Hard drive specifications ...............................................................................................................................................135 Solid-state drive specifications .....................................................................................................................................136 Solid-state drive specifications (SATA-3) ......................................................................................................................136 12 Statement of memory volatility ......................................................................................................................................138 Current BIOS steps.........................................................................................................................................................138 Nonvolatile memory usage ...........................................................................................................................................140 Questions and answers .................................................................................................................................................142 Using HP Sure Start (select products only) ...................................................................................................................144 13 Power cord set requirements ..........................................................................................................................................145 Requirements for all countries......................................................................................................................................145 Requirements for specific countries and regions .........................................................................................................145 14 Recycling ..........................................................................................................................................................................147 Index ......................................................................................................................................................................................148 ix 1 Product description This table provides detailed product information. Table 1-1 Product components and their descriptions Category Description Product Name HP ProBook 650 G8 Notebook PC Processors 10th Generation Intel® CoreTM processors Intel Core i7-1165G7 (2.80 GHz, turbo up to 4.0 GHz, 3200 MHz, quad core) Intel Core i5-1135G7 (2.40 GHz, turbo up to 4.0 GHz, 3200 MHz, quad core) Intel Core i3- 1115G7 (3.0 GHz, turbo up to 4.0 GHz, 3200 MHz, dual core) Graphics NVIDIA® GeForce® MX450 N18S-G5 Graphic Controller Supports OptimusTM, CUDA, PhysX, GPU Boost 2.0 Supports HD decode, DX12, HDMI 1.4 up to 4K 30Hz, HDCP 2.3 via DP up to 4K @ 60Hz Supports 3 independent displays when on the Mockingjay 3.0 dock - Max. resolution = 4K @30Hz (DP1) or 4K @30Hz (DP2) Supports 3 independent displays when on the Hook dock (Through USB-C®) - Max. resolution = 4K @30Hz (DP1) or 4K @30Hz (DP2) Display 39.6 cm (14.0 in), antiglare, narrow bezel, UWVA High definition (HD) (1366 × 768) WLED SVA 45% NTSC, 250 nits, eDP 1.2 w/o PSR narrow bezel bent Full High Definition (FHD) (1920 × 1080) Anti-Glare, WLED UWVA, 45% , 250 nits eDP 1.2 FHD (1920 × 1080) antiglare WLED UWVA, 100 Hz, 400 nits, eDP 1.4 +PSR2 FHD (1920 × 1080) antiglare WLED UWVA 45%, 250 nits, eDP 1.2 FHD (1920 × 1080) LED, antiglare, UWVA 72%, 1000 nits, eDP+PSR, IR Sure View Gen 3 NWBZ bent panel Supports wide dynamic range, toenail and pocket slot design (select products only) Integrated dual and dual-array microphone Memory Two customer-accessible memory module slots supporting up to 64 GB of RAM DDR4 3200 dual-channel support Supports the following configurations: 64 GB (32 × 2) 32 GB (16 × 2) 16 GB (8 × 2) 12 GB (8 + 4) 8 GB (8 × 1 or 4 × 2) Product description 1 Table 1-1 Product components and their descriptions (continued) Category Description Primary storage PCIe, NVMe, M.2 2280 or 2242 solid-state drives 1 TB, PCIe, TLC 512 GB, PCIe, TLC 256 GB, PCIe, TLC 128 GB, PCle, TLC Optical drive HP USB DVD-Writer External Audio and video Audio controls Stereo speakers (2) Camera HD RGB 720p Camera privacy cover Camera supports WDR (Wide Dynamic Range) Dual-array digital microphone with appropriate software: beam forming, echo cancellation, noise suppression Support for models without camera RJ-45 (network) jack Integrated 10/100/1000 NIC Wireless Wireless Local Area Network (WLAN) Intel Wi-Fi 6 AX201 + Bluetooth® 5 (non-vPro) (802.11ax 2 × 2, MU-MIMO, supporting gigabit file transfer speeds) Intel Wi-Fi 6 AX201 + Bluetooth 5 (vPro) (802.11ax 2 × 2, MU-MIMO, supporting gigabit file transfer speeds) Intel Wireless-AC 9560 2 × 2 Wi-Fi + Bluetooth 5, MU-MIMO, M.2 2230 non-vPro, 160 MHz, MIPI+BRI Ports Hot plug/unplug and autodetect for correct output to wide-aspect vs. standard aspect video HDMI v2.0a supporting: up to 4096 × 2160 @ 60 Hz with HDCP 2.2 Audio-out (headphone)/audio-in (microphone) combo jack USB 3.1 Gen 1 Type-C with ThunderboltTM Gen 3 technology (right side) (select products only) USB 3.1 Gen 1 Type-C (supports HP Sleep & Charge; right side) USB 3.1 Gen 1 Type-A (supports HP Sleep & Charge; left side) USB 3.1 Gen 1 Type-A (SuperSpeed powered port; left side) RJ-45 (network) jack Mini DisplayPort 1.4 AC Smart Pin adapter plug 2 Chapter 1 Product description Table 1-1 Product components and their descriptions (continued) Category Description Keyboard/pointing devices Keyboard Full size, backlit, 3-coat paint, island style Full size, not backlit, 3-coat paint, island style Touchpad Clickpad with image sensor Multitouch gestures enabled Precision touchpad support Support for Modern Trackpad Gestures Taps enabled as default Power requirements Battery 3 cell, 45 Whr, polymer, HP Long Life Battery HP Fast Charge Technology Smart AC adapters 65 W 45 W Power cord C5, 1 m (3.3 ft) C5, 1.8 m (6 ft) Security Supports Trusted Platform Module (TPM) 2.0, firmware based Integrated fingerprint reader Security cable lock Privacy camera door Sensors Accelerometer Hall sensor (integrated) Product description 3 Table 1-1 Product components and their descriptions (continued) Category Description Operating system Windows® 10 Home 64 Windows 10 Home 64 Advanced Windows 10 Home 64 Plus Windows 10 Home 64 Plus Single Language Windows 10 Home 64 Advanced Single Language Windows 10 Home 64 High-End Chinese Market PPP Windows 10 Home 64 Plus Single Language Africa Market Windows 10 Home 64 Plus Single Language APAC EM PPP Windows 10 Enterprise 64 Windows 10 Enterprise 64 LTSC 1809 (RS5) Windows 10 Home 64 Chinese Market CPPP Windows 10 Home 64 High-End Chinese Market CPPP Windows 10 Home 64 Plus Single Language Africa Market PPP Windows 10 Home 64 Plus Single Language APAC EM PPP Windows 10 Home 64 Plus Single Language India Market PPP Windows 10 Home 64 Plus Single Language Indonesia Market PPP Windows 10 Home 64 Single Language Windows 10 Home 64 Single Language Africa Market PPP Windows 10 Home 64 Single Language APAC EM PPP Windows 10 Home 64 Single Language India Market PPP Windows 10 Home 64 Single Language Indonesia Market PPP Windows 10 Home 64 StF MSNA for Higher Education Strategic Windows 10 Pro 64 Windows 10 Pro 64 CBB 1909 Windows 10 Pro 64 Chinese Market Windows 10 Pro 64 StF MSNA Plus, Standard, Strategic FreeDos 3.0 Serviceability End user replaceable parts AC adapter Battery Memory module Solid-state drive 4 Chapter 1 Product description 2 Components Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work. Right Use the illustration and table to identify the components on the right side of the computer. Table 2-1 Right-side components and their descriptions Component Description (1) SIM card slot (select products only) Supports a wireless subscriber identity module (SIM) card. (2) Audio-out (headphone)/Audio-in (microphone) Connects optional powered stereo speakers, headphones, combo jack (select products only) earbuds, a headset, or a television audio cable. Also connects an optional headset microphone. This jack does not support optional standalone microphones. WARNING! To reduce the risk of personal injury, adjust the volume before putting on headphones, earbuds, or a headset. For additional safety information, see the Regulatory, Safety, and Environmental Notices. To access this guide: Type HP Documentation in the taskbar search box, and then select HP Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled. Components 5 Table 2-1 Right-side components and their descriptions (continued) Component Description (3) HDMI port Connects an optional video or audio device, such as a high-definition television, any compatible digital or audio component, or a high-speed High Definition Multimedia Interface (HDMI) device. (4) USB SuperSpeed port (select products only) Connects a USB device, provides high-speed data transfer, and (for select products) charges small devices when the computer is on or in Sleep mode. (5) USB SuperSpeed port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and charges small devices, even when the computer is off. (6) USB Type-C® SuperSpeed port and Connects a USB device, provides high-speed data transfer, and DisplayPortTM connector (for select products) charges small devices when the computer is on or in Sleep mode. NOTE: Cables, adapters, or both (purchased separately) might be required. and Connects a DisplayPort device that has a USB Type-C connector, providing display output. (7) Battery light When AC power is connected: White: The battery charge is greater than 90%. Amber: The battery charge is from 0 to 90%. Off: The battery is not charging. When AC power is disconnected (battery not charging): Blinking amber: The battery has reached a low battery level. When the battery has reached a critical battery level, the battery light begins blinking rapidly. Off: The battery is not charging. (8) Power connector Connects an AC adapter. Rear Use the illustration and table to identify the rear component. 6 Chapter 2 Components Table 2-2 Rear component and its description Component Vent Description 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. Left Use the illustration and table to identify the components on the left side of the computer. Table 2-3 Left-side components and their descriptions Component (1) Security cable slot (2) RJ-45 (network) jack/status lights (3) USB SuperSpeed powered port Description Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it might not prevent the computer from being mishandled or stolen. Connects a network cable. Green (left): The network is connected. Amber (right): Activity is occurring on the network. Connects and supplies power to a USB device, provides highspeed data transfer, and (for select products) charges small devices when the computer is on or in Sleep mode. Display Use the illustration and table to identify the display components. NOTE: Your computer might look slightly different from the following illustration. Left 7 Table 2-4 Display components and their descriptions Component Description (1) WWAN antennas* (select products only) Send and receive wireless signals to communicate with wireless wide area networks (WWANs). (2) WLAN antennas* Send and receive wireless signals to communicate with wireless local area networks (WLANs). (3) Internal microphones Record sound. (4) Camera light (select products only) On: One or more cameras are in use. (5) Camera(s) (select products only) Allow(s) you to video chat, record video, and record still images. Some cameras also allow a facial recognition logon to Windows, instead of a password logon. NOTE: Camera functions vary depending on the camera hardware and software installed on your product. (6) Camera privacy cover (select products only) By default, the camera lens is uncovered, but you can slide the camera privacy cover to block the camera's view. To use the camera, slide the camera privacy cover in the opposite direction to reveal the lens. NOTE: If you have both front-facing and rear-facing cameras, when one camera lens is revealed and ready to use, the other is concealed. *The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the antennas free from obstructions. For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: Type HP Documentation in the taskbar search box, and then select HP Documentation. 8 Chapter 2 Components Bottom Use the illustration and table to identify the bottom component. Table 2-5 Bottom component and its description Component Vent Description 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. Button, speakers, 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, type Sign-in options in the taskbar search box and follow the on-screen instructions. If Fingerprint reader is not listed as an option, then your notebook does not include a fingerprint reader. NOTE: Refer to the illustration that most closely matches your computer. Bottom 9 Table 2-6 Button, speakers, and fingerprint reader and their descriptions Component Description (1) Speakers (2) Power button Produce sound. 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. When the computer is in the Sleep state, press the button briefly to exit Sleep (select products only). When the computer is in Hibernation, press the button briefly to exit Hibernation. IMPORTANT: Pressing and holding down the power button results in the loss of unsaved information. If the computer has stopped responding and shutdown procedures are ineffective, press and hold the power button for at least 4 seconds to turn off the computer. To learn more about your power settings, see your power options. Right-click the Power meter icon and then select Power Options. (3) Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. Touch your finger to the fingerprint reader. IMPORTANT: To prevent fingerprint logon issues, make sure when you register your fingerprint that all sides of your finger are registered by the fingerprint reader. 10 Chapter 2 Components 3 Illustrated parts catalog Use this table to determine the spare parts that are available for the computer. Computer major components 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. Illustrated parts catalog 11 Table 3-1 Computer major component descriptions and part numbers Item Component (1) Display assembly NOTE: Display spare parts are available as subcomponents, not as whole units. Display subcomponent spare parts are available. For spare part information, see Display assembly subcomponents on page 14. (2) Top cover/keyboard NOTE: For a detailed list of country codes, see Keyboard with top cover on page 53. Not backlit Backlit Backlit, for use in privacy models Spare part number not available as a spare part M22003-001 M22004-001 M22005-001 12 Chapter 3 Illustrated parts catalog Table 3-1 Computer major component descriptions and part numbers (continued) Item Component (3) RTC battery (4) Touchpad Touchpad Touchpad with NFC module (5) USB board (6) Memory modules (DDR4 3200) 32 GB 16 GB 8 GB 4 GB (7) Speakers (8) Bottom cover For use with UMA graphics For use with discrete graphics (9) Fingerprint reader (10) Fan Fan for use with UMA models Fan for use with discrete models (11) WLAN module Intel Wireless-AC 9650 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 Intel Wifi-6 AX 200 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (12) System board (includes integrated processor) NOTE: All system board spare part kits include replacement thermal material. All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system Intel Core i5-1135G7 processors for models with discrete graphics memory Intel Core i3-1135G4 processors for models with UMA graphics memory with WWAN Intel Core i3-1135G4 processors for models with UMA graphics memory Intel Core i5-11135G7 processors for models with UMA graphics memory with WWAN Intel Core i5-1135G7 processors for models with UMA graphics memory Intel Core i7-1135G7 processors for models with UMA graphics memory with WWAN Intel Core i7-1135G7 processors for models with UMA graphics memory Spare part number TBD M21999-001 M22000-001 M21399-001 M09713-002 L67710-002 L46598-002 L83673-002 L68529-001 M21723-001 M21720-001 M21721-001 M21402-001 M21718-001 M21719-001 L22634-002 L92724-002 M21375-001 M21376-001 M21377-001 M21378-00 M21379-001 M21380-001 M21381-001 Computer major components 13 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component (13) Solid-state drive 1 TB (M2 2280, PCIe, NVMe, 3 × 4 TLC SS) 512 GB M2 2280, PCIe, 3 × 4, TLC SS M2 2280, PCIe, NVMe, Value M2 2280, PCIe, NVMe, TLC, SED 32 GB/512 GB (M2 2280, PCIe, 3DX point) 256 GB M2 2280, PCIe, 3 × 4, TLC, SS (SED) M2 2280, PCIe, NVMe, Value 128 GB (M2 2280, PCIe, TLC) (14) Battery (3 cell, 45 Whr) Heat sink (includes replacement thermal material) (15) Heat sink for use in models with discrete graphics (16) Heat sink for use in models with UMA graphics Display assembly subcomponents To identify the display assembly subcomponents, use this illustration and table. Spare part number L85348-002 L85360-002 L85364-002 L85368-002 L85366-002 L85350-002 L85354-002 M06792-002 M02027-001 M21717-001 M21716-001 14 Chapter 3 Illustrated parts catalog Table 3-2 Display component descriptions and part numbers Item Component (1) Display Bezel Display bezel, standard Display bezel, High Definition Display bezel wih IR camera (2) Display panel (raw) (includes bezel adhesive and display enclosure adhesive) 39.6 cm (15.6) in Full High Defiinition (FHD), UWVA, 250 nits eDP 1.2 39.6 cm (15.6 in) (FHD) UWVA, 400 nits eDP 39.6 cm (15.6 in) (FHD) 250 nits eDP, TOP NB Spare part number M21991-001 M21992-001 M21993-001 M22912-001 M22913-001 M22914-001 Display assembly subcomponents 15 Table 3-2 Display component descriptions and part numbers (continued) Item Component 39.6 cm (15.6 in) (HD) SVA, 250 nits bent NB 39.6 cm (15.6 in) (FHD) UWVA, bent with privacy (3) Antenna WLAN dual antennas (includes bezel adhesive and display enclosure adhesive) WWAN dual antennas (includes bezel adhesive and display enclosure adhesive) (4) Webcam module Webcam with IR Webcam with High Definition camera (5) Hinges (left and right hinges; includes bezel adhesive and display enclosure adhesive) (6) Webcam cable (7) Display back cover (includes wireless antennas and bezel adhesive) Back cover for WLAN, 250 nitts Back cover for WWAN, 250 nits Back cover for WLAN, 400 nits Back cover for WWAN, 400 nits, with privacy cover Mass storage devices To identify the mass storage devices, use this illustration and table. Spare part number M22915-001 M22916-001 M21727-001 M21728-001 M27889-001 M29583-001 M21732-001 M27600-001 M21987-001 M21988-001 M21989-001 M21990-001 Table 3-3 Mass storage device descriptions and part numbers Item Component (1) Solid-state drives 1 TB M2 2280 PCIe NVMe 3 × 4 TLC SS 512 GB M2 2280 PCIe 3 × 4 TLC SS 512 GB M2 2280 PCIe NVMe Value 32 GB/512 GB M2 2280 PCIe 3DXpoint 256 GB M2 2280 PCIe 3 × 4 TLC SS (2) USB optical disk drive (external) (not pictured) 16 Chapter 3 Illustrated parts catalog Spare part number L85348-002 L85360-002 L85364-002 L85366-002 L85350-002 747080-001 Miscellaneous parts To identify the miscellaneous parts, use this table. Table 3-4 Miscellaneous part descriptions and part numbers Component AC adapters 65 W, nPFC, S-3P, 4.5 mm 45 W, nPFC, Smart, RC, 4.5 mm, nonslim 45 W, nPFC Smart, RC, 4.5 mm, 2P 65 W, nPFC, Smart, RC, 4.5 mm, EM HP Thunderbolt, 0.7 mm (2.3 ft) combo adapter cable 65 W travel adapter, nPFC, USB-C 45 W, nPFC USB-C, 1.8 m (6 ft),3 pin USB Universal Dock with cable 65 W, nPFC, USB-C, 1.8 m (6 ft) HP USB-C Travel Hub Adapters USB-C to RJ-45 Adapter Screw Kit Power cords C5, 1.0 m (3.3 ft) For use in Argentina For use in Australia For use in Brazil For use in Denmark For use in Europe For use in Israel For use in India For use in Italy For use in Japan For use in Korea For use in North America For use in China (PRC) Spare part number 710412-001 741727-001 742436-001 913691-850 L15938-002 L21487-001 L43407-001 L64087-001 L67440-001 L72056-001 855560-001 M21996-001 L19357-001 L19358-001 L19359-001 L19360-001 L19361-001 L19362-001 L19363-001 L19364-001 L19365-001 L19375-001 L19366-001 121565-023 L19367-001 920689-014 L19368-001 Miscellaneous parts 17 Table 3-4 Miscellaneous part descriptions and part numbers (continued) Component For use in Saudi Arabia For use in Switzerland For use in Thailand For use in Taiwan C5, 1.8 m (6.0 ft) For use in Australia For use in Brazil For use in Denmark For use in Europe For use in Israel For use in India For use in Italy For use in Japan For use in Korea For use in North America For use in China (PRC) For use in Saudi Arabia For use in Switzerland For use in Thailand For use in Taiwan For use in Argentina Duckhead power cord for use in Japan Cables 1 m (3.3 ft) USB-C Male to USB-C Male Cable kit Display cable kit Case sleeve Connectors HP Display Port to DVI Adapter USB-C to USB 3.0 Adapter Power connector Dock/expansion base 18 Chapter 3 Illustrated parts catalog Spare part number L19369-001 L19370-001 L19371-001 L19373-001 L19358-002 L19359-002 L19360-002 L19361-002 L19362-002 L19363-002 L19364-002 L19365-002 L19366-002 121565-023 L19367-002 920689-014 L19368-002 L19369-002 L19370-002 L19371-002 L19373-002 L19357-002 L33157-001 L65253-001 M21998-001 M22002-001 M03617-001 753744-001 814618-001 M21725-001 Table 3-4 Miscellaneous part descriptions and part numbers (continued) Component HP USB-C Mini Dock HP Thunderbolt Dock 120 W with cable HP USB-C Dock with cable with cable Hardware HP Nano Lock RFID reader, dual band HP Sure Key Cable Lock RJ-45 cover USB Slim Smartcard Mouse USB optical mouse Wireless mouse USB travel mouse Bluetooth travel mouse Smart card reader RFID module Microphone board Plastics kit Bracket kit Display panel support kit Spare part number 935327-001 L64086-001 L64086-001 918431-001 L35288-005 L65088-001 M21994-001 911725-001 674316-001 691922-001 757770-001 L62043-001 M21398-001 M21401-001 M27888-001 M21393-001 M21997-001 M23560-001 Miscellaneous parts 19 4 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 disassembly and assembly procedures. NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying screws) away from the work area to prevent damage. Plastic parts Using excessive force during disassembly and reassembly can damage plastic parts. Cables and connectors Handle cables with extreme care to avoid damage. IMPORTANT: 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. Apply only the tension required to unseat or seat the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid bending, twisting, or tearing cables. Be sure that cables are routed so that they cannot be caught or snagged as you remove or replace parts. Handle flex cables with extreme care; these cables tear easily. Drive handling Note the following guidelines when handling drives. IMPORTANT: Drives are fragile components. Handle them with care. To prevent damage to the computer, damage to a drive, or loss of information, observe these precautions: Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 20 Chapter 4 Removal and replacement procedures preliminary requirements 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. Handle drives on surfaces covered with at least 2.54 cm (1 inch) of shock-proof foam. Avoid dropping drives from any height onto any surface. After removing a hard drive or an optical drive, place it in a static-proof bag. Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers. Avoid exposing a drive to temperature extremes or liquids. If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective packaging, and label the package "FRAGILE." Workstation guidelines Follow these grounding workstation guidelines: Cover the workstation with approved static-shielding material. Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and equipment. Use conductive field service tools, such as cutters, screw drivers, and vacuums. When fixtures must directly contact dissipative surfaces, use fixtures made only of static-safe materials. Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids and polystyrene foam. Handle ESD-sensitive components, parts, and assemblies by the case or PCM laminate. Handle these items only at static-free workstations. Avoid contact with pins, leads, or circuitry. Turn off power and input signals before inserting or removing connectors or test equipment. Electrostatic discharge information A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device exposed to electrostatic discharge (ESD) might not appear to be affected at all and can work perfectly throughout a normal cycle. The device might function normally for a while, but it has been degraded in the internal layers, reducing its life expectancy. Networks built into many integrated circuits provide some protection, but in many cases, the discharge contains enough power to alter device parameters or melt silicon junctions. IMPORTANT: To prevent damage to the device when you remove or install internal components, observe these precautions: Keep components in their electrostatic-safe containers until you are ready to install them. Workstation guidelines 21 Before touching an electronic component, discharge static electricity by using the guidelines described Personal grounding methods and equipment on page 23. Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible. If you remove a component, place it in an electrostatic-safe container. Generating static electricity Follow these static electricity guidelines. Different activities generate different amounts of static electricity. Static electricity increases as humidity decreases. Table 4-1 Static electricity occurrence based on activity and humidity Relative humidity Event 55% 40% Walking across carpet 7,500 V 15,000 V Walking across vinyl floor 3,000 V 5,000 V Motions of bench worker 400 V 800 V Removing DIPs (dual in-line packages) from plastic tube Removing DIPs from vinyl tray 400 V 2,000 V 700 V 4,000 V Removing DIPs from polystyrene foam 3,500 V 5,000 V Removing bubble pack from PCB (printed circuit board) 7,000 V 20,000 V Packing PCBs in foam-lined box 5,000 V Multiple electric components can be packaged together in plastic tubes, trays, or polystyrene foam. 11,000 V 10% 35,000 V 12,000 V 6,000 V 2,000 V 11,500 V 14,500 V 26,500 V 21,000 V NOTE: As little as 700 V can degrade a product. Preventing electrostatic damage to equipment Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of sensitivity. The following packaging and grounding precautions are necessary to prevent static electricity damage to electronic components. To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes. Protect all electrostatic parts and assemblies with conductive or approved containers or packaging. Keep electrostatic-sensitive parts in their containers until they arrive at static-free stations. Place items on a grounded surface before removing them from their container. Always be properly grounded when touching a sensitive component or assembly. Avoid contact with pins, leads, or circuitry. Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam. 22 Chapter 4 Removal and replacement procedures preliminary requirements Personal grounding methods and equipment Using certain equipment can prevent static electricity damage to electronic components. Wrist straps are flexible straps with a maximum of 1 M ±10% resistance in the ground cords. To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be connected and fit snugly into the banana plug connector on the grounding mat or workstation. Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with most types of shoes or boots. On conductive floors or dissipative floor mats, use them on both feet with a maximum of 1 M ±10% resistance between the operator and ground. Table 4-2 Static shielding protection levels Static shielding protection levels Method Antistatic plastic Voltage 1,500 Carbon-loaded plastic 7,500 Metallized laminate 15,000 Grounding the work area To prevent static damage at the work area, follow these precautions. Cover the work surface with approved static-dissipative material. Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and equipment. Use static-dissipative mats, foot straps, or air ionizers to give added protection. Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle them only at static-free work areas. Turn off power and input signals before inserting and removing connectors or test equipment. Use fixtures made of static-safe materials when fixtures must directly contact dissipative surfaces. Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids and polystyrene foam. 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 Conductive bins and other assembly or soldering aids Conductive foam Personal grounding methods and equipment 23 Conductive tabletop workstations with ground cord of 1 M ±10% resistance Static-dissipative table or floor mats with hard tie to ground Field service kits Static awareness labels Wrist straps and footwear straps providing 1 M ±10% resistance Material handling packages Conductive plastic bags Conductive plastic tubes Conductive tote boxes Opaque shielding bags Transparent metallized shielding bags Transparent shielding tubes 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. Place items on a grounded surface before removing items from their containers. Always be properly grounded when touching a component or assembly. Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam. Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized equipment used for moving materials is wired to ground and that proper materials are selected to avoid static charging. When grounding is not possible, use an ionizer to dissipate electric charges. 24 Chapter 4 Removal and replacement procedures preliminary requirements 5 Removal and replacement procedures for Customer Self-Repair parts This chapter provides removal and replacement procedures for Customer Self-Repair parts. NOTE: The Customer Self-Repair program is not available in all locations. Installing a part that is not supported by the Customer Self-Repair program can void your warranty. Check your warranty to determine whether Customer Self-Repair is supported in your location. Component replacement procedures To remove and replace computer components, use these procedures. 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. 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. You must remove, replace, or loosen as many as 104 screws when you service Customer Self-Repair parts. Make special note of each screw size and location during removal and replacement. Preparation for disassembly To prepare to disassemble the computer, use these steps. See Removal and replacement procedures preliminary requirements on page 20 for initial safety procedures. 1. 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. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. Bottom cover To remove the bottom cover, use this procedure and illustration. Table 5-1 Bottom cover description and part number Description Bottom cover UMA cover Discrete cover Spare part number M21720-001 M21721-001 Removal and replacement procedures for Customer Self-Repair parts 25 Before removing the bottom cover, prepare the computer for disassembly (Preparation for disassembly on page 25). Remove the bottom cover: 1. Remove the three Phillips M2.5 × 7.0 screws at the top, and the two Phillips M2.5 × 4.0 screws at the bottom that secure the bottom cover to the computer. ` 2. Use a nonmarking, nonconductive tool to release the edges of the bottom cover from the computer (1). 3. Rotate the bottom cover forward (2), and then remove the bottom cover from the computer (3). To replace the bottom cover, reverse the removal procedures. 26 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts Battery To remove the battery, use this procedure and illustration. Table 5-2 Battery description and part number Description Battery 3 Cell WHr 45 Long Life -PL with Fast Charge Spare part number M02027-005 WARNING! To avoid personal injury and damage to the product: Do not puncture, twist, or crack the battery. Do not cause an external puncture or rupture to the battery. They can cause a short inside the battery, which can result in battery thermal runaway. Do not handle or touch the battery enclosure with sharp objects such as tweezers or pliers, which might puncture the battery. Do not compress or squeeze the battery case with tools or heavy objects stacked on top of the case. These actions can apply undue force on the battery. Do not touch the connectors with any metallic surface or object, such as metal tools, screws, or coins, which can cause shorting across the connectors. Before removing the battery, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 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. To prevent loss of information, save your work or shut down the computer through Windows before you remove the battery. Remove the battery: 1. Disconnect the cable that secures the battery to the computer (1). 2. Remove the six Phillips M2.0 × 4.0 screws (2) that secure the battery to the computer. Battery 27 3. Remove the battery from the computer (3). To insert the battery, reverse the removal procedures. Memory modules To remove the memory modules, use this procedure and illustration. Table 5-3 Memory module descriptions and part numbers Description 32 GB, DDR4-3200 16 GB, DDR4-3200 8 GB, DDR4-3200 4 GB, DDR4-3200 Spare part number M09713-002 L67710-002 L46598-002 L68529-001 L83673-002 Before removing the memory, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). If you are replacing a memory module, remove the existing memory module: 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. Do not touch the components on the memory module. 28 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts To protect a memory module after removal, place it in an electrostatic-safe container. To install a memory module: 1. Align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at an angle until it is seated (2). 2. Press down on the module until the side retention clips snap into place (3). WLAN module To remove the WLAN module, use this procedure and illustration. WLAN module 29 Table 5-4 WLAN module descriptions and part numbers Description Intel Wireless-AX 201, 2 × 2 Wi-Fi + Bluetooth 5, MU-MIMO, M.2 2230 socket vPro, 160 MHz, MIPI+BRI Intel Wireless-AC 9560 2 × 2 Wi-Fi + Bluetooth 5, MU-MIMO, M.2 2230 non-vPro, 160 MHz, MIPI+BRI Spare part number L92724-002 L22634-002 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. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support. Before removing the WLAN module, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the WLAN module: 1. Carefully disconnect the two antenna cables from the module (1). 2. Remove the Phillips M2.0 × 2.5 screw (2), and then remove the WLAN module (3). NOTE: Models have either one or two WLAN antennas. On models with two antennas, the #1 white WLAN antenna cable connects to the WLAN module #1 Main terminal. The #2 black WLAN antenna cable connects to the WLAN module #1 Aux terminal. 30 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts 3. If the WLAN antenna is not connected to the terminal on the WLAN module, install a protective sleeve on the antenna connector, as shown in the following illustration. Reverse this procedure to install the WLAN module. WWAN module To remove the WWAN module, use this procedure and illustration. Table 5-5 WWAN module descriptions and part numbers Description Pandora Intel XMM® 7360 LTE Spare part number L70670-002 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. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support. Before removing the WWAN module, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the WWAN module: 1. Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module. 2. Remove the Phillips M2.0 × 2.0 screw (2) that secures the WWAN module to the bottom cover. (The WWAN module tilts up.) WWAN module 31 3. Remove the WWAN module (3) by pulling the module away from the slot at an angle. NOTE: Models have either one or two WLAN antennas. On models with two antennas, the #1 white WLAN antenna cable connects to the WLAN module #1 Main terminal. The #2 black WLAN antenna cable connects to the WLAN module #1 Aux terminal. 4. 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. 32 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts Solid-state drive To remove the M.2 solid-state drive, use this procedure and illustration. Table 5-6 Solid-state drive descriptions and part numbers Description 1 TB, M2 2280, PCIe-NVMe, 3 × 4, TLC, SS 512 GB, M2 2280, PCIe 3 × 4, TLC, SS 512 GB, M2 2280, PCIe NVMe, Value 32 GB/512 GB, M2 2280, PCIe 3DX point 512 GB, M2 2280, PCIe-NVMe, TLC, SED 256 GB, M2 2280, PCIe-NVMe, TLC, SED 256 GB, M2 2280, PCIe 3 × 4, TLC SS 256 GB, M2 2280, PCIe NVMe, Value 128 GB, M2 2280, PCIe, TLC, Value Spare part number L85348-002 L85360-002 L85364-002 L85366-002 L85368-002 M07245-002 L85350-002 L85354-002 M06792-002 Before removing the solid-state drive, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the solid-state drive: 1. Remove the Phillips M2.0 × 2.5 screw (1) that secures the drive to the computer. 2. Pull the drive away from the socket to remove it (2). Solid-state drive 33 To install the solid-state drive, reverse the removal procedures. NOTE: Solid-state drives are designed with a notch to prevent incorrect insertion. 34 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts 6 Removal and replacement procedures for authorized service provider parts This chapter provides removal and replacement procedures for authorized service provider parts. IMPORTANT: Components described in this chapter should be accessed only by an authorized service provider. Accessing these parts can damage the computer or void the warranty. 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. Component replacement procedures To remove and replace computer components, use these procedures. 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. Make special note of each screw size and location during removal and replacement. Preparation for disassembly To remove and replace computer components, use these procedures. See Removal and replacement procedures preliminary requirements on page 20 for initial safety procedures. 1. 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. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. Fan To remove the fan, use this procedure and illustration. Table 6-1 Fan description and part number Description Fan assembly Fan for use with models with UMA graphics Fan for use with models with discrete graphics Spare part number M21718-001 M21719-001 Before removing the fan, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). Removal and replacement procedures for authorized service provider parts 35 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the fan assembly: 1. Lift the display cable from the channels next to the fan (1). 2. Remove the three Phillips M2.0 × 3.0 screws (2) that secure the fan to the computer. 3. Disconnect the fan cable from the system board (3).and then remove the fan from the computer (4). Reverse this procedure to install the fan assembly. Heat sink To remove the heat sink, use these procedures and illustrations. Table 6-2 Heat sink descriptions and part numbers Description Heat sink for use in models with discrete graphics Heat sink for use in models with UMA graphics Spare part number M21717-001 M21716-001 Before removing the heat sink, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25 3. Remove the battery (see Battery on page 27). 4. Remove the fan (see Fan on page 35. Remove the heat sink: 36 Chapter 6 Removal and replacement procedures for authorized service provider parts 1. In the order indicated on the heat sink, remove the six Phillips M2.0 × 4.0 screws (1) that secure the heat sink to the computer. 2. Remove the heat sink from the computer (2). 3. If you are removing a heat sink for models with UMA graphics:, remove the four Phillips M2.0 × 4.0 screws (1) that secure the heat sink to the computer, and remove the heat sink (2). 4. Thoroughly clean the thermal material from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. The following illustration shows the replacement thermal material locations. Thermal paste is used on the system board components (1) and on the heat sink areas (2) that service them. Heat sink 37 Reverse this procedure to install the heat sink. Speakers To remove the speakers, use this procedure and illustration. Table 6-3 Speaker description and part number Description Speaker Kit Spare part number M21723-001 Before removing the speakers, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the speakers: 1. Remove the Phillips M2.0 × 2.5 screw (1) that secures each speaker to the computer. 38 Chapter 6 Removal and replacement procedures for authorized service provider parts 2. Remove the speakers from the computer (2) . Reverse this procedure to install the speakers. USB board To remove the USB board, use this procedure and illustration. Table 6-4 USB board description and part number Description USB board USB board cable Spare part number M21399-001 M27589-001 Before removing the USB board, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the USB board: 1. Disconnect the USB cable from the system board ZIF connector (1). 2. Disconnect the SSD cable from the USB board (2). 3. Remove the RJ-45 cover and then remove the three Phillips M2.0 × 3.0 screws (3) that secure the board to the computer. USB board 39 4. Remove the board from the computer (4). Reverse this procedure to install the USB board. Fingerprint reader board To remove the fingerprint reader board, use this procedure and illustration. Table 6-5 Fingerprint reader board description and part number Description Fingerprint reader board Fingerprint reader board cable Spare part number M21402-001 M27592-001 Before removing the fingerprint reader board, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the fingerprint reader board: 1. Disconnect the cable from the ZIF connector on the fingerprint reader board (1), 2. Remove the Phillips M2.0 × 2.5 screw (2) that secures the fingerprint reader bracket to the computer. 3. Rotate the bracket upward and then remove the bracket from the computer (3). 40 Chapter 6 Removal and replacement procedures for authorized service provider parts 4. Remove the board from the computer (4). Reverse this procedure to install the fingerprint reader board. NFC module To remove the NFC module, use this procedure and illustration. NOTE: The cable spare part kit, available as spare part number M21998-001, includes the NFC module cable. Table 6-6 xxxxxx description and part number Description NFC module NFC module cable Spare part number M27890-001 M21998-001 Before removing the NFC module, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27 ). Remove the NFC module:: 1. Disconnect the NFC module cable (1). 2. Disconnect the NFC module from the connector (2). NFC module 41 3. Remove the NFC module (3). Reverse this procedure to install the NFC module. Touchpad To remove the touchpad, use this procedure and illustration. Table 6-7 Touchpad description and part number Description Touchpad Touchpad with top cover Touchpad with top cover/NFC module Spare part number M21999-001 M22000-001 Before removing the touchpad, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the touchpad bracket and touchpad: 1. Disconnect the touchpad cable from the touchpad (1). 2. Disconnect the cable from the computer to the touchpad. 3. Remove the five Phillips M2.0 × 2.0 screws (2) that secure the touchpad bracket to the computer. 4. Remove the one Phillips M1.6 × 2.0 screw (3) that secures the touchpad bracket to the computer. 42 Chapter 6 Removal and replacement procedures for authorized service provider parts 5. Remove the touchpad and touchpad bracket from the computer (4). Reverse this procedure to install the touchpad. RTC battery To remove the RTC battery, use this procedure and illustration. Table 6-8 RTC battery description and part number Description RTC battery Spare part number M34737-001 Before removing the RTC battery, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (See Bottom cover on page 25). 3. Remove the battery (see Bottom cover on page 25). Remove the RTC battery: RTC battery 43 Disconnect the RTC battery (1), and then lift to remove it (2). Reverse this procedure to install the RTC battery. System board To remove the system board, use these procedures and illustrations. Table 6-9 System board descriptions and part numbers Description System board (includes processor): All system boards use the following part numbers: xxxxxx-001: Non-Windows operating system xxxxxx-601: Windows 10 operating system Intel Core i5-1135G7 processor for use in models with discrete graphics memory Intel Core i3-1115G4 processor for use in models with UMA graphics memory (with WWAN) Intel Core i3-1115G4 processor for use in models with UMA graphics memory Intel Core i5-1135G7 processor for use in models with UMA graphics memory (with WWAN) Intel Core i5-1135G7 processor for use in models with UMA graphics memory Intel Core i7-1165G7 processor for use in models with UMA graphics memory (with WWAN) Intel Core i7-1165G7 processor for use in models with UMA graphics memory Before removing the system board, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 44 Chapter 6 Removal and replacement procedures for authorized service provider parts Spare part number M21375-001 M21376-001 M21377-001 M21378-001 M21379-001 M21380-001 M21381-001 3. Remove the battery (see Battery on page 27). 4. Remove the fan (see Fan on page 35). 5. Remove the heatsink (see Heat sink on page 36). When you replace the system board, be sure to remove the following components (as applicable) from the defective system board and install them on the replacement system board: Memory modules (see Memory modules on page 28). WLAN module (see WLAN module on page 29). Heat sink (see Heat sink on page 36). Remove the system board: 1. Disconnect the following cables from the system board: Display panel cable (1) Smart card reader cable (2) Touchpad cable (3) NFC module cable (4) Fingerprint reader cable (5) Speaker cable (6) USB board cable (7) RTC battery cable (8) System board 45 2. Remove the three Phillips M2.0 × 5.0 screws (1) that secure the system board to the computer. 3. Remove the x Phillips M2.0 × 5.0 screws (1) that secure the bracket to the system board to the computer and then remove the system board bracket (2). 46 Chapter 6 Removal and replacement procedures for authorized service provider parts 4. Lift the system board (1) that secures the system board to the computer, and then remove the system board (2). Reverse this procedure to install the system board. Display assembly To remove and disassemble the display assembly, use these procedures and illustrations. Full hinge-up displays are not available as spare parts. Spare parts for displays are available only at the subcomponent level. Before removing the display panel, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 25). 2. Remove the bottom cover (see Bottom cover on page 25). 3. Remove the battery (see Battery on page 27). Remove the display assembly: 1. Remove the WLAN antennas and webcam cable from the computer (1). 2. Remove the display panel cable from the clips and channel (2). Display assembly 47 3. Disconnect the display panel cable (3). 4. Remove the five Phillips M2.5 × 5.0 screws from the hinges that secure the display assembly to the computer (1). 5. Rotate the display upward to open the hinges (2). 6. Separate the display from the computer by pulling the display up and away from the chassis (3). 7. If you need to replace display assembly subcomponents: a. Slide a flat tool (1) across the inside of the bottom of the bezel cover to release it (1). b. Remove the bezel cover from the display (2). 48 Chapter 6 Removal and replacement procedures for authorized service provider parts 8. If you need to replace display assembly subcomponents: a. Flex the top (1) and the inside edges of the left and right sides of the bezel (2) to release it. b. Slide a flat tool (3) across the inside of the bottom of the bezel to release it (4), and then remove the bezel from the display (5). The bezels are available as spare part numbers M21991-001, M21992-001 and M21993-001. 9. If you need to remove the hinges from the display enclosure: a. Remove the six Phillips broadhead M2.0 × 2.0 screws (1) from each hinge. b. Remove the hinges from the display (2). The display hinges are available as spare part number M21732-001. Display assembly 49 10. If you need to remove the display panel: a. The display panel is secured to the display enclosure 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. While turning the tweezers, wrap the tape around the tweezers (2) as you continue to pull the tape out from behind the display panel (3). You must pull the tape multiple times before it is completely removed. b. Rotate the display panel over and place it next to the display enclosure (4). Display panels are available as the following spare part numbers: M22912-001: 39.6 cm (15.6 in) full high definition, UWVA, eDP, 250 nits M22913-001: 39.6 cm (15.6 in) full high definition, UWVA, eDP, 400 nits M22914-001: 39.6 cm (15.6 in) full high definition, eDP, top, 250 nits M22915-001: 39.6 cm (15.6 in) high definition, SVA, bent, 250 nits M22916-001: 39.6 cm (15.6 in) full high definition, UWVA, bent, with privacy 50 Chapter 6 Removal and replacement procedures for authorized service provider parts c. Lift the tape from the connector on the display panel (1), and then disconnect the cable from the panel (2). d. Remove the panel (4). 11. If you need to remove the camera module: Lift up evenly across the module and peel the module up from the display back cover (1), and disconnect the webcam cable. The camera module is available as spare part numbers M27889-001 and M29583-001. Display assembly 51 12. If you need to remove the display and camera cable, disconnect the webcam cable from the connector (1), and then remove the cable (2). Display panel cables are available in the display panel cable kit, spare part number M22002-001. 13. If you need to remove the WLAN antenna cables, disengage the cable from the clips that secure the antenna cable to the display enclosure (1),and then remove the main and auxiliary antennas and cables (2). Reverse this procedure to reassemble and replace the display assembly. 52 Chapter 6 Removal and replacement procedures for authorized service provider parts Keyboard with top cover 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 cover/keyboards. The second table provides the country codes. Table 6-10 Keyboard with top cover descriptions and part numbers Description Spare part number Keyboard with top cover, for models with backlight Keyboard with top cover, for models with backlight and privacy Keyboard with top cover M21668-001 M21669-001 M21670-001 Table 6-11 Spare part country codes For use in country or region Spare part number Belgium -A41 Brazil -201 Bulgaria -261 Chile -161 Czech Republic/Slovakia -FL1 Denmark, Finland, and Norway -DH1 French Canada -DB1 France -051 Germany -041 Greece -151 Hungary -211 For use in country or region Spare part number Iceland -DD1 India -D61 Israel -BB1 Italy -061 Japan -291 The Netherlands -B31 Northern Africa Portugal Romania Russia Saudi Arabia -FP1 -131 -271 -251 -171 For use in country or region Spare part number Solvenia -BA1 South Korea -AD1 Spain -071 Switzerland -BG1 Taiwan -AB1 Thailand -281 Turkey Ukraine United Kingdom United States -141 -BD1 -031 -001 Keyboard with top cover 53 7 Troubleshooting guide This chapter primarily focuses on troubleshooting HP Mobile Workstations. The information is provided so that you can solve problems yourself or at least narrow down the number of possible causes. 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. WARNING! To reduce the risk of electric shock or damage to the equipment: Do not disable the power cord grounding plug. The grounding plug is an important safety feature. Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times. Disconnect power from the equipment by unplugging the power cord from the AC outlet. Before disassembling notebooks, always disconnect power and remove the battery. IMPORTANT: Static electricity can damage the electronic components of the computer. To prevent damage to the computer, carefully observe the electrostatic discharge precautions. Discharge static electricity by briefly touching a grounded metal object before you begin. Work on a static-free mat. Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to the ground. Create a common ground for the equipment that you are working on by connecting the static-free mat, static strap, and peripheral units to that piece of equipment. For more information, see Electrostatic discharge information on page 21. IMPORTANT: The computer includes customer self-repair parts and parts that should be accessed only by an authorized service provider. Accessing parts described in the chapter titled "Removal and replacement procedures for authorized service provider only parts" can damage the computer or void the computer warranty. Resources Use this table to locate troubleshooting resources. Table 7-1 Troubleshooting resources and their descriptions HP Resource Tool Description Link HP Elite Support Provides live HP Premium support (available 24/7) to http://www8.hp.com/us/en/ads/elite- Elite computers. products/overview.html HP Customer Support Provides important support, such as warranty, support cases, drivers, Customer Advisories, Customer and Security Bulletins, and Product Change Notices. https://support.hp.com/us-en/contact-hp 54 Chapter 7 Troubleshooting guide Table 7-1 Troubleshooting resources and their descriptions (continued) HP Resource Tool Description Subscribers Choice Allows you to sign up for HP product updates. HP Support Forums Provide discussions about HP products and issues. Service Access Workbench (SAW) (available for technicians and Business Partners only) Provides navigable content intended for use by internal and outsourced call center staff and can be a resource for support and product division professionals. Vendors' web sites Provide additional information for associated components such as Intel (processor, WLAN), Microsoft (Windows 7, 8, 10), AMD®/NVIDIA® (GPU), and so on. Link http://www8.hp.com/us/en/subscribe/ http://h30434.www3.hp.com/psg/ http://sawpro.atlanta.hp.com/km/saw/ home.do http://www.intel.com/ content/www/us/en/homepage.html http://www.amd.com http://www.nvidia.com General troubleshooting steps This section helps you become familiar with troubleshooting methodology and efficiently resolve problems. 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. NOTE: You can ignore troubleshooting steps that do not apply to your issue. Table 7-2 Troubleshooting methodology and general troubleshooting steps Identify issue Analyze issue Resolve issue Verify solution 1. Understand the issue on page 55 2. Examine the environment on page 58 3. Perform a visual inspection of hardware on page 58 4. Update BIOS and drivers on page 59 5. Remove or uninstall recently added hardware, software on page 59 8. Hard reset on page 64 9. Soft reset (Default Settings) on page 65 Verify solution on page 69 6. HP Hardware Diagnostics and Tools on page 59 10. Reseat cables and connections on page 66 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62 11. Test with minimum configuration on page 66 12. Test with verified working configuration (hardware or operating system) on page 68 13. Replace the system board on page 68 Identify the issue Use these guidelines to correctly determine the problem. 1. Understand the issue It is important to understand the issue that occurred, including related symptoms. It helps to understand the basic computer boot-up sequence as well as the failure itself. General troubleshooting steps 55 Boot up sequence The computer performs several steps after you press the power button or restart the computer. It is important to understand where in the boot-up sequence the symptoms occur. The following table lists the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a blue screen error (BSOD) often occurs during the performance phase. Table 7-3 Boot-up sequence and associated failures Item Procedure Startup After you press the power button, the computer boots after all internal power rails (such as 5 V, 3.3 V) are stable. Confirm that power lights are on and fan is spinning. POST (UEFI/BIOS) Common issues: all lights are off; troubleshooting lights are on; computer does not boot; video is absent. 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. Common issues: lights blink; error message appears; system hangs (lock up or freezes) Performance (operating system) System boots to operating system, and Windows logo screen appears. Common issues: hangs, blue screen, distorted video, driver conflict, slow performance, display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise. See Analyze the issue on page 59 table for detailed troubleshooting information. Failure classification Failure classification is a breakdown of different types of failures and symptoms that could occur during the boot-up sequence. Table 7-4 Failure classification by boot-up sequence on page 57 and Table 7-5 Failure classification by hardware devices on page 58 represent the failure classification for common notebook failures. Table 7-4 Failure classification by boot-up sequence on page 57 categorizes failures by the boot-up sequence. 1. Power-on: Common issues are no power, recycle, or reboot. 2. POST: Common issues are no boot (despite power), light flash, or diagnostics error. 3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang. In many cases, issues can be identified and associated with particular hardware (for example, display or storage). Table 7-5 Failure classification by hardware devices on page 58 categorizes failures by hardware: Display I/O (input/output) devices Storage Mechanical A single symptom can be listed under different groups. For example, No Video can belong to (1) power-on or (4) display; but flickering when turned on should be listed in (4) display. Or, in another example, a blue screen 56 Chapter 7 Troubleshooting guide can be caused by a driver conflict in performance (4), but it can also be caused by a defective hard drive under (6) storage. Therefore, failures that share similar symptoms are noted. If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure occurs, and the most likely location in the failure tree (Table 7-4 Failure classification by boot-up sequence on page 57 and Table 7-5 Failure classification by hardware devices on page 58). This record helps isolate the issue and indicate the next steps. For example, when the computer is running the operating system, it can experience an issue with (4) display, (5) I/O devices (keyboard, wireless, and so on), (6) storage, or (7) mechanical components (stuck buttons, thermal shutdown, and so on). NOTE: Uncategorized is used if an issue found is not listed. For example, Bluetooth is offered on certain hardware configurations; therefore, you can classify a Bluetooth issue under I/O Device if needed. Failure classification by boot-up sequence Use this table to locate failure classification information. Table 7-4 Failure classification by boot-up sequence 1. Power-on 2. POST 3. Performance 1. No power on page 71 1. No video (with power) on page 78 2. Intermittent power-on, shutdown, reboot on page 73a 3. AC adapter issue on page 74 2. Blinking lights on page 79 3. Diagnostic error messages on page 80 4. Battery not recognized, not charging 4. BIOS password on page 80 on page 74 5. Battery discharges too fast on page 77 6. Burnt smell on page 77 1. Intermittent shutdown on page 81a 2. Blue screen on page 83b 3. Freeze at Windows Logo (hang or lockup) on page 84 4. Electromagnetic Interference (EMI) on page 85 5. No wake up on page 86 6. Unresponsive on page 87 7. Slow performance on page 88c 8. HP Smart Adapter warning message on page 88 9. Incorrect time and date on page 89 a,b,c similar symptoms Failure classification by hardware devices To determine failure by device, use this table. Failure classification by boot-up sequence 57 Table 7-5 Failure classification by hardware devices 4. Display 5. I/O devices 6. Storage 7. Mechanical 1. Display anomalies on page 90 2. Dead pixel on page 92 3. No video (internal) on page 92d 4. No video (external) on page 92d 1. Keyboard on page 96 2. Keyboard pointing stick (select products only) on page 97 3. Keyboard backlight on page 98 4. Touchpad on page 98 1. Hard drive or solid-state 1. Noise (sound) on page drive not recognized on 109 page 105 2. Fan runs constantly on 2. No boot to operating page 109 system (no read-write error) on page 106 3. Thermal shutdown (hot) on page 111 3. Read-write error on page 107 5. DisplayPort/VGA on page 5. Network connectivity 93 (RJ-45 jack) on page 99 4. Slow performance on page 107c 6. HDMI on page 93 7. No or bad external video via docking on page 94 6. Network connectivity wireless (WLAN) on page 99 7. WWAN on page 100 8. Incorrect or missing color/ distorted image on page 8. USB on page 100 94 9. Smart card reader on 9. Touch screen on page 95 page 101 5. Blue screen (BSOD) error on page 108b 6. Noisy hard drive on page 108 10. Speaker, headphone audio issues on page 102 11. Thunderbolt (TB) on page 103 b,c,d similar symptoms 2. Examine the environment It is important to examine the computer's environment. If you can quickly identify the cause of the issue, fewer resolution steps might be needed. Perform the following environment inspections: Check all cables and connections to be sure that no connections are loose. Confirm that power sources are good, such as AC outlet or adapter (110 V/220 V ac), power strip. Test with a verified working AC outlet. Check for compatibility issues between the computer and third-party devices, peripherals, uncertified devices, incompatible hardware (for instance, Mac OS device). Incompatibility can result in blue screen errors, improper operation, and so on. Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, two-way radios, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or lock-up. 3. Perform a visual inspection of hardware Perform a physical inspection of the computer. Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay, keyboard key caps popped out, dust over connectors, liquid spill over keyboard. Look for signs of drop, movement, or vibration that may cause internal and external loose connections. 58 Chapter 7 Troubleshooting guide 4. Update BIOS and drivers Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting. IMPORTANT: 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. You can update the BIOS locally through a manual process, through an automatic installation, or through a remote installation on multiple units. Manually updating BIOS and drivers Use this information to update the BIOS. To manually update the BIOS and drivers, see the Setup Utility (BIOS) chapter. See the specific BIOS update installation instructions that accompany the download. Remotely deploying the BIOS and drivers Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to identify and download all appropriate SoftPaqs for the selected HP models. HP SoftPaq Download Manager (SDM) is a software tool that streamlines the download, extraction, and installation process of SoftPaqs, including BIOS and drivers. HP System Software Manager (SSM) is a software tool that simplifies the deployment of SoftPaqs to HP computers. Analyze the issue Use these steps to evaluate and interpret the problem. 5. Remove or uninstall recently added hardware, software HP has designed this computer and validated it using a full-range hardware and software qualification matrix. If an issue appears to have started recently, it may be related to the recent addition of hardware or software. A good method to determine the root cause is to remove recently added components or uninstall applications one at a time and restart the computer when necessary. IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to reinstall, be sure that the new device seated properly and all cables are correctly connected. After installing the device, restart the computer, and be sure that the new device is turned on. In addition, if the new device is a root cause of a problem, it could cause a conflict in drivers or incompatibility issues with other installed programs. For any new hardware you have added, be sure to install the latest drivers available from the device vendor website. 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. 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. 4. Update BIOS and drivers 59 The HP PC Hardware Diagnostics (UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version. In addition, for HP authorized service partners and IT professionals who need to support a mixed environment of older and newer HP/Compaq PCs, the HP PC Hardware Diagnostics Tool ( http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_p ) supports a wide range of HP computers. The tool runs outside the operating system so that it can isolate hardware failures from software issues, whether caused by the operating system or applications. In reality, you can determine many problems using this tool if the issue is a defective part or a loose connection (for example, reseating the keyboard cable after the tool reports a keyboard error). The tool has three major functions: System Tests check the computer's hardware to verify that everything is functioning properly. If your system won't boot into Windows, try the Quick System Test. For more comprehensive testing, use the Extensive System Test option. If the System Test did not detect a hardware problem, continue with the Component Tests. Component Tests focus on selected hardware components in your computer. Firmware Management update your computer's BIOS to the latest version (available separately) or rolls back to a previous version. 1. Turn on or restart the computer, quickly press the esc key on the computer, and then press f2. The BIOS searches three places for the diagnostic tools, in the following order: a. Connected USB drive b. Hard drive c. BIOS 2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want to run, and then follow the on-screen instructions. Screen capture appearance may vary. 60 Chapter 7 Troubleshooting guide NOTE: Use this tool, especially when the computer cannot boot to Windows. NOTE: If a component fails a test, write down the information so that it is available when you contact support. The information is also available in Test Logs on the Main Menu. For more information, see Using HP PC Hardware Diagnostics on page 133 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. In some cases, it may help to compare this BIOS text file to the default settings of the computer. For more information, see the http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/BIOS_Configuration_Utility_User_Guide.pdf. NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and relatively quick to try, whereas BCU takes extra time and effort. HP Image Diagnostic Tool Available to HP Authorized Support Partners (ASPs) and users, this tool collects information about the current state of the computer, including product serial number, platform and BIOS information, and information about user-installed software and hardware components. Access this tool at ftp://ftp.hp.com/pub/idr/ImageDiags/. HP encourages you to review the report before sending it to support. 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. The components that are currently monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the temperatures of the components, logs the data, and helps to determine whether the computer would overheat in the event of thermal shutdown, fan spinning loud, and so on. HP BIOS Configuration Utility (BCU) 61 Non HP diagnostics tools Refer to the following diagnostic tools for troubleshooting help. Windows-to-Go USB Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in troubleshooting. You can find a process online about how to create a live Windows USB drive. For more information, see https://technet.microsoft.com/en-us/library/hh831833.aspx. Intel Processor Diagnostic Tool Determine what processor is in your computer and verify the processor operating frequency. The tool also tests specific processor features and performs a stress test on the processor. For more information, see http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool. 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages Carefully observe any behavior that the computer may be exhibiting: status lights, blinking lights, and POST error messages during boot. It is important to understand what these indicators mean. Status lights The following table describes basic lights on the computer. Table 7-6 Power button functions and lights and their descriptions Component Description Power button When the computer is off, press the button to turn on the computer. When the computer is on, press the button briefly to initiate Sleep (Windows) or Suspend (Linux®). When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or Suspend (Linux). When the computer is in Hibernation, press the button briefly to exit Hibernation. IMPORTANT: Pressing and holding down the power button results in the loss of unsaved information. If the computer stops responding and operating system shutdown procedures are ineffective, press and hold the power button. Front power light On: The computer is on. Blinking: The computer is in the Sleep state. Off: The computer is off. Front AC adapter and battery light White: The computer is connected to external power, and the battery is charged from 90% to 99%. Amber: The computer is connected to external power, and the battery is charged from 0 to 90%. Blinking amber: A battery that is the only available power source has reached a low battery level. When the battery reaches a critical battery level, the battery light blinks rapidly. By default, the critical battery level is defined in Power Options as 5%. Off: The battery is fully charged. 62 Chapter 7 Troubleshooting guide Table 7-6 Power button functions and lights and their descriptions (continued) Component Description 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. Off: The computer is not connected to external power. Blinking light codes During startup, the computer may not boot properly. If this occurs, blinking light codes can help identify the cause. The computer uses the following blinking lights to identify a hardware component that reports an error during startup. For more information, see Blinking lights and boot error codes on page 112. Table 7-7 Blinking light codes and what they mean Blink codes Error Amber battery light: blinks 1 Hz continuously Caps and num lk lights = 1 blink Embedded controller unable to load firmware Processor not executing code Caps and num lk lights = 2 blinks BIOS recovery code unable to find valid BIOS recovery image Caps and num lk lights = 3 blinks Caps and num lk lights = 4 blinks Caps and num lk lights = 5 blinks Memory module error Graphics controller error System board error Caps and num lk lights = 6 blinks Intel Trusted Execution Technology (TXT) Error Caps and num lk lights = 7 blinks Caps and num lk lights = 8 blinks Sure Start unable to find valid BIOS Boot Block image Sure Start has identified a problem (Manual Recovery Policy Set) POST error messages The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is turned on. If the POST encounters a problem, visual error messages are displayed before the operating system starts. POST checks the following items to ensure that the computer system is functioning properly: Memory Processors BIOS Mass storage devices Fans The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI). Blinking light codes 63 Table 7-8 System diagnostics failure codes and actions to address the failure Test description Failure description Error code Suggested user actions Startup Test Memory module 200 Attempt to reseat the memory module, and then repeat the test. For details on troubleshooting issues related to the memory module, search for support documentation at http://www.hp.com/support. Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive, and repeat the test. The hard drive may have failed. Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive, and repeat the test. BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed successfully. No further action is required. BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the latest version of the BIOS and install it. If reinstalling the BIOS fails, contact support for further assistance. CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed successfully. No further action is required. Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low capacity. Search for support documentation at http://www.hp.com/support for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas. Because seating or reseating a wireless LAN adapter is unique to each computer model, see the WLAN module removal section in the removal and replacement chapter for further details. Contact support if third-party wireless adapters are installed in the computer. Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan. Resolve the issue The following sections help you fix the issue. 8. Hard reset A hard reset (or forced reset) erases all information in the computer's memory and may restore functionality. Resetting the computer forces the system to clear and reestablish the connections between the BIOS and the hardware. For more information, see http://support.hp.com/us-en/document/c01684768. Performing a hard reset might fix the following common conditions: Windows stops responding. Computer stops before Windows loads, indicated by incomplete startup, blinking cursor on a black background, and errors relating to operating system not found or a missing drive. 64 Chapter 7 Troubleshooting guide Display suddenly goes blank and stays blank. Software freezes. Keyboard stops responding. The computer does not exit Sleep or Suspend state. An external device stops responding. Turn off the power to that device in addition to performing the steps in this document. 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. Before beginning, turn the computer over and look for a battery compartment door (service door). On some platforms, the battery is considered removable but not accessible. 1. Turn off the computer. 2. Remove the computer from any port replicator or docking station. 3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 4. Unplug the AC adapter from the computer. 5. Disconnect the battery. 6. Press and hold the power button for at least 15 seconds to drain residual power. 7. Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the peripheral devices. 8. Press the power button to turn on the computer. 9. If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the enter key. 10. 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. Notebooks store low-level settings like the system time and hardware settings in CMOS. Sometimes you must clear CMOS, which requires removing and reinserting the 3 V RTC battery for a short time (a few minutes before reinserting), in addition to removing the AC adapter and battery. NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to clear CMOS if the computer is working properly. You must remove the notebook service door to access the CMOS battery. If the computer has a replaceable RTC battery, see the RTC battery replacement section for the battery removal or replacement. 9. Soft reset (Default Settings) If your computer has issues booting, has errors during boot, has issues after you add hardware, or has other abnormal system behaviors that you cannot resolve through any other methods (for example, hard reset), it may be necessary to reset the system BIOS to default settings. 9. Soft reset (Default Settings) 65 NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS settings before taking action. To load BIOS to default settings: Reboot the computer, and then press f10 > Main > Restore defaults. For more information, see http://support.hp.com, and the search for BIOS Setup Utility Information and Menu Options. 10. Reseat cables and connections Many problems are caused by improper connections or loose connections because of abnormal movement and vibration. NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and remove the battery, or disconnect a nonremovable battery. See Cable management on page 124 and Connector types on page 124 for suggested cable management practices when you remove and install components. You can access and reseat connections for Customer Self-Repair (CSR) parts. Examples of reseating hardware include: Reseating the battery into the battery bay can resolve no-battery found and no-charging issues. Reseating memory modules can resolve memory error, no-boot, and blue screen issues. Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST error messages and user actions on page 115). Reseating the keyboard cable can resolve an unrecognized keys error. Reseating the wireless module and antenna cable can resolve a wireless connection issue. For field replaceable units (FRUs), authorized service providers can try the following steps. For more information, see Removal and replacement procedures for authorized service provider parts on page 35. Reseating the fan cable can fix POST error 90B (no fan detected) issue (see POST error messages and user actions on page 115). Reseating the power cable can fix a no-boot issue. Reseating the daughterboards can resolve their functional issues. Some models may have items such as a power button board, VGA board, and others. Reseating graphics cables and panel connectors can fix distorted or flickering video. Replacing thermal pads may resolve thermal power-down issue. 11. Test with minimum configuration The factory-shipped computer (hardware configuration and preinstalled operating system image) is well tested and ready for use. Therefore, using the original factory hardware configuration or booting to operating system safe mode often resolves issues quickly. Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a docking station, remove external video, and others. In addition to removing recently added components, you can narrow the issue down further with a minimum configuration. For example, if HP PC Diagnostics reports a memory error, test one memory module at a time to isolate the defective module. 66 Chapter 7 Troubleshooting guide If the computer does not successfully boot the operating system, booting to safe mode may help identify the following possible causes of the issue. Essential hardware configuration If none of the previous steps 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. 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. The essential hardware consists of the following components: System board AC adapter (unplug nonremovable battery or remove battery) Processor (and heat sink or fan). (Processor may be integrated into the system board.) Memory (one verified working memory DIMM) Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated graphics and discrete graphics. Therefore, you might not need a discrete graphics card. External VGA monitor External USB keyboard External mouse NOTE: After you remove the service door, disconnect all connections (internal keyboard, display, discrete GPU, hard drive or solid-state drive, daughterboards, and so on) to achieve the essential hardware configuration. Do not disassemble the system board from its enclosure at this time. Reverse the previous procedure by reinstalling each piece of hardware removed, one piece at a time, and testing your computer after each installation. Because your computer works with only the essential hardware installed, those parts must be working properly. This means that one of the hardware components removed is causing the computer to fail. By installing each device back into the computer and testing each time, you eventually identify the failing hardware. Safe mode A driver conflict often results in a blue screen error message. Booting in safe mode can resolve many issues in Windows because safe mode forces the computer to load a limited version of Windows which contains only essential files. Safe mode is useful for troubleshooting problems with programs and drivers that might not start correctly or that might prevent Windows from starting correctly. If a problem does not reappear when you start in safe mode, eliminate the default settings and basic device drivers as possible causes. Refer to the following links for how to start your computer in safe mode: http://support.hp.com/us-en/document/c01835750 http://support.hp.com/us-en/document/c03439317 Essential hardware configuration 67 12. Test with verified working configuration (hardware or operating system) One troubleshooting technique that can quickly isolate an issue is using a verified working part while testing. A good example is to use an external keyboard, mouse, or VGA monitor when you have issues with an internal keyboard, touchpad, or display. Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. See Non HP diagnostics tools on page 62 for instructions about obtaining and using a Windows-To-Go USB. NOTE: In some situations, more than one item may contribute to a problem. 13. Replace the system board Only authorized service providers may replace the system board. This should not be considered an initial step taken to resolve an issue. Review and perform all steps discussed previously before replacing the system board. 4. Update BIOS and drivers on page 59, 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62, 8. Hard reset on page 64, and 9. Soft reset (Default Settings) on page 65, or 10. Reseat cables and connections on page 66 can resolve many system board issues without requiring the effort of replacing unnecessary hardware. Review Table 7-2 Troubleshooting methodology and general troubleshooting steps on page 55 for appropriate troubleshooting steps. IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all other troubleshooting options. NOTE: Determine whether a previous service case might be related to the current problem. For example, a fan detection issue could be caused by a loose connection resulting from previous service. TIP: Without an RTC battery (3 V coin-cell battery), the computer automatically reboots. This feature is useful when the power connector cable (between external AC adapter and system board) is defective. NOTE: Most of the time, effective troubleshooting can prevent a system board replacement. Situations that can prevent resolution of the issue: The information provided about the issue omits key details, including any actions taken before the issue occurred. BIOS, software, and drivers have not been updated. Cables or connections are loose. Technician is unaware of information available from the HP Support website (CA - Customer Advisory). The issue is related to existing or known issues that might be identified in existing support articles. Technician might have omitted steps in the provided repair instructions (for example, Spare Part Replacement Instructions). Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No Fault Found (NFF)/No Issue Detected (NID) messages. 68 Chapter 7 Troubleshooting guide Verify solution Confirm that the implemented solution works. Reboot the system or device, and try to complete the task that produced the issue. If a part has been replaced, verify other basic functions. For example, GPU replacement requires keyboard removal. Therefore, it is good practice to verify all basic components to be sure that the solution is complete. 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. Advise the customer to check the website first when they have an issue. It might save them time calling in. Document the correct issue. Update the case with as many details as possible for other agents and engineers to analyze and study for lessons learned. Helpful Hints After you become familiar with the troubleshooting steps, use the helpful hints before running diagnostics and troubleshooting. At startup 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. 1. Be sure that the computer is plugged into a working AC outlet. 2. Be sure that power is connected to the docking station if you use a dock. 3. Be sure that the AC adapter light is on. 4. Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption. 5. Be sure that the computer is turned on, the rear power light is solid white (connected to an external power source), and the front power light is solid white (normal operation). 6. Remove all optical and flash drives from your system before turning it on. 7. Be sure that the boot option is set to a working operating system drive. 8. Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors are equipped with lights to indicate their functionality. 9. Turn up the brightness and contrast controls of a display or external display device if the screen is dim. During operation The following steps provide simple, useful checks that you can perform when troubleshooting. 1. To wake the computer: a. Press the power button or any key on the keyboard. Verify solution 69 b. If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down the system by pressing and holding the power button for at least 4 seconds. c. If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in again. Then press the power button again to restart the system. 2. Look for blinking lights on the computer. The blinking lights could be error codes that help diagnose the problem. 3. Check all cables for loose or incorrect connections (external devices, power cords, dock, and so on). 4. After installing a nonPlug and Play expansion board or other option, reconfigure the computer. For example, if you upgrade to a solid-state drive, you might have to reconfigure the boot order. 5. Be sure that all required device drivers have been installed. For example, if you have connected a printer, you must install a printer driver. 6. If there is a network connection issue, plug another computer with a different cable into the network connection. There might be a problem with the network plug or cable. 7. If hardware has recently been installed, remove it and determine whether the computer functions properly. 8. If software has recently been installed, uninstall it and determine whether the computer functions properly. 9. If the screen is blank, confirm the display choice by pressing Windows logo + p and set to screen only. Or plug an external monitor into a different video port on the computer, if one is available, and close the computer lid. 10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support new features or fix the problem. 11. Press the caps lock or num lk key. If the caps lock or num lk light toggles on or off, the keyboard is likely operating correctly. 12. 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. Technical support registration number (if applicable) Product serial number 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 70 Chapter 7 Troubleshooting guide Description of symptom or failure 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 tables. The following sections identify the issue with symptoms and solutions to resolve an issue. Power-on issues Use the following sections to troubleshooting power issues. 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 Computer does not start Display is black or blank No fan noise No hard drive spinning Lights do not glow Possible causes Failed power input to the computer (external power source, AC adapter, faulty battery). Bad connection to the computer (bad power button, power connector). Defective parts (memory, hard drive, graphics) or failed system board. Troubleshooting steps Perform quick check Remove all external devices, including docking station. Verify external power source (2. Examine the environment on page 58). Perform a hard reset (8. Hard reset on page 64). Verify AC adapter Verify the battery before verifying the AC adapter. However, you can verify the AC adapter first, before opening the service door for a battery check. Verify AC adapter is compatible with product. Verify that the part number is for this computer if possible. Verify AC adapter and power cord are good (no physical damage, bent middle ID pin). Verify AC adapter works on a verified working computer. Plug in AC adapter and power on computer without battery. Inspect power port on computer side for any damage, dust, or debris. Check power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62). Rear power light indicates external power to the computer is good. Common issues and possible solutions 71 Table 7-9 Issues, possible causes, and fixes (continued) Items Procedures Verify battery condition and status 1. Check battery condition (overall result, cycle life, voltage) using HP PC Hardware Diagnostics (UEFI) tool. 2. Verify that battery is installed properly in battery bay without a gap and that latch locks are tight (for models with removable batteries). 3. Check battery status light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62). Be sure that battery is not fully discharged, preventing system from booting. 4. Determine whether the computer can turn on with battery only. 5. Remove service door and test with a verified working battery. If the computer boots, inspect original battery before replacement. 6. Test battery with a verified working computer to verify that it works. 7. If the computer still does not boot, remove battery and boot on AC power only. The following steps are for authorized providers or technicians. Verify AC adapter voltage 1. Measure DC voltage output, which should be approximately 19.5 V dc. Acceptable voltage range is from 18.5 to 20.5 V dc. 2. If the DC voltage is out of range, replace the AC adapter. NOTE: This action requires a digital voltmeter. NOTE: Select models include a power cable Verify power button, power connector between the system board and chassis power connector. 1. Be sure that power button is not stuck. 2. Reseat power connector cable (if applicable). 3. Replace new power connector cable (if the cable exists and is defective) 4. 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. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62) At this point, there should be sufficient power from the AC adapter to the system board. Expect to hear the fan spinning and see blinking lights or error messages (for example, faulty memory, HDD). Verify system board 1. Test essential hardware configuration (11. Test with minimum configuration on page 66, 12. Test with verified working configuration (hardware or operating system) on page 68, 13. Replace the system board on page 68) by removing nonessential parts. 2. If the computer still does not boot, replace system board. 72 Chapter 7 Troubleshooting guide 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. However, mWS G3 can boot with integrated graphics. Intermittent power-on, shutdown, reboot Use this information to troubleshoot power-on, shutdown, and reboot issues. Table 7-10 Issues, possible causes, and fixes Items Procedures Symptoms Does not always turn on Intermittently hangs Intermittently shuts down Spontaneously reboots Possible causes Electrical short, fluctuating power source, unstable power rails, loose connections, bent pins, stray wires, dust, obvious damage, nearly faulty parts (bulging or leaking capacitor). Potentially turn into a no-power issue (No power on page 71). Troubleshooting steps 1. Visually check power ports on both AC adapter and computer sides. 2. Inspect power sources: a. Verify that the AC adapter is working correctly. Use a confirmed working adapter to test. b. Verify that battery is not depleted while system is in the Sleep state. Test with a confirmed working battery. The following steps are for authorized providers or technicians. 1. Follow actions in No power on page 71. a. Be sure that AC adapter has correct DC voltage. b. Verify battery: test with a confirmed working battery. c. Verify that power button is not stuck. d. Verify that power connector is not loose. e. Remedy loose connections and reseat major components (processor, memory, GPU, hard drive, solid-state drive, and others). 2. Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts (bulging or leaking capacitor). 3. Test essential hardware configuration (11. Test with minimum configuration on page 66) a. If system boots, reinstall nonessential hardware one component at a time to isolate issue. b. If system does not boot, replace essential hardware with verified working parts, one component at a time. If system still does not boot, replace system board. Intermittent power-on, shutdown, reboot 73 AC adapter issue Use this information to troubleshoot AC adapter issues. Table 7-11 Issues, possible causes, and fixes Solution Symptoms No sign of power No boot No rear power light No front power light Battery does not charge when AC adapter is connected Possible causes AC adapter and others (for example, external power source). Troubleshooting steps Quick check 1. Verify external power source (2. Examine the environment on page 58). 2. Remove all external devices, including docking station. 3. Perform a hard reset for the computer (8. Hard reset on page 64). 4. Disconnect and reassemble the power cord and adapter in case the adapter experienced short circuit, over current, over temperature events. 5. Use a verified working adapter. If the computer operates normally, there is a problem with the original adapter. 6. Verify that the AC adapter works on a verified working computer. If the computer operates normally, there is no problem with the adapter. See HP Smart Adapter warning message on page 88 for further information. Verify AC adapter 1. Remove working battery. 2. Verify that AC adapter is compatible with product. Verify that part number is for this computer if possible. 3. Inspect AC adapter and power cord for physical damage, bent middle ID pin. 4. Plug in AC adapter and power the computer without battery. 5. Inspect the power port on computer side for any damage, dust, debris. 6. Check power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62). Rear power light indicates that external power to the computer is good. 7. 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. Third-party AC adapters do not work with the computer. Use the AC adapter that came with the computer for better performance. Battery not recognized, not charging Use this information to troubleshoot battery issues. 74 Chapter 7 Troubleshooting guide 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 battery level) NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good AC adapter. No boot without AC adapter Battery not recognized, not charging 75 Table 7-12 Issues, possible causes, and fixes (continued) Items Procedures Troubleshooting steps Visual inspections 1. Inspect battery connectors for any signs of damage. 2. Verify that battery is installed properly in battery bay without gap or obstructions and latch locks are tight. Reseat battery (for models with removable batteries). 3. Determine whether battery gets hot (batteries heat up when charging, but not too hot to touch). Check battery warranty to see whether the battery is new or its warranty is expired. Battery capacity degrades over time. Verify front battery status light 1. Battery status light is off: battery not recognized. 2. Battery status light is blinking amber: critically low battery level. Reset 1. Hard reset (8. Hard reset on page 64) 2. Soft reset (9. Soft reset (Default Settings) on page 65) Verify AC adapter 1. Determine whether the computer needs the AC adapter to boot and operate. Sometimes, an intermittently bad AC adapter and loose connection between adapter and computer results in inability to charge battery, which causes short run time. 2. Inspect AC adapter to verify that it is functioning. 3. Test with a working AC adapter and confirm whether battery is charging. 4. Be sure that battery is fully charged (AC adapter plugged in at least 2.5 hours). Diagnostics: HP tools report results such as passed, calibrate, weak, replace, no battery, and unknown, and they suggest corresponding actions. Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 59) HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. 1. Verify that battery is recognized and charging. 2. Verify battery condition if battery cycle life is past its life expectancy (that is, past 1000-cycle life and 3-year warranty). Battery might need to be replaced. 3. If issue remains, test with a verified working battery and verify battery status lights and battery conditions. 4. If issue remains, replace system board. 5. Verify the new replacement. Tips See the computer user guide for instructions regarding battery maintenance and increasing battery life. Also see http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3. 76 Chapter 7 Troubleshooting guide Battery discharges too fast Use this information to troubleshoot battery issues. Table 7-13 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Battery has good status light but discharges too fast AC adapter, battery, or both. Troubleshooting steps Verify AC adapter Determine whether the computer needs the AC adapter to boot and operate. Sometimes an intermittently bad AC adapter and loose connection between adapter and computer results in the inability to charge the battery and causes short runtime. 1. Inspect AC adapter to verify that it is working. 2. Test with AC adapter alone and with a verified working AC adapter. Verify battery: Because battery capacity can degrade over time, check the warranty coverage. Run a battery test to confirm whether issue is hardware related. 1. Review battery power plans in Control Panel > Power Options that may consume more energy and discharge battery faster. Resetting default to Power Saver option can conserve battery power. 2. Determine whether any graphics are processing. 3. Verify battery maintenance and operations. Leaving the battery at a high level of charge in a high-temperature environment for extended periods accelerates the loss of capacity. 4. Test and calibrate battery using HP PC Hardware Diagnostics (UEFI). 5. 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. 6. Compare discharge time with a verified working battery (remove AC adapter) using Hardware Diagnostics (UEFI)>Hard Drive Tests>Extensive Test>Loop until error. Tips To conserve battery power, turn off Wireless On-Off button and other peripherals and USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness. Follow HP instructions about how to maintain battery and increase battery life. Also reference http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3. Burnt smell Use this information to troubleshoot burnt-odor issues. Battery discharges too fast 77 Table 7-14 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Emits smoke, burnt smell Defective on-board components. Troubleshooting steps General visual inspection 1. Disconnect the computer from power source (AC adapter and battery). 2. Inspect for visual damage on AC adapter and battery. Test on a known working computer to isolate issue. If issue follows AC adapter or battery, replace it. 3. Inspect any sign of liquid spill on the computer (back of keyboard). The following steps are for authorized providers or technicians. Further inspection on components 1. Inspect further sources internally after disassembling chassis, such as burnt or damaged components. 2. 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. No video (with power) Use this information to troubleshoot video issues. Table 7-15 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes No video (black or blank image) Failed display but have power Failed critical components (memory, hard drive, system board) Light activity Loose connection No error messages Recently added hardware Fan noise NOTE: These suggestions assume that the computer has not previously been set up for Hard drive light blinking and hard multiple displays. drive noise 78 Chapter 7 Troubleshooting guide Table 7-15 Issues, possible causes, and fixes (continued) Items Procedures Troubleshooting steps Quick check 1. Verify that system light activity is OK. 2. Remove all external devices, including docking station. Recently added hardware or applications may cause graphics driver conflict and result in loss of video. 3. Perform hardware reset (8. Hard reset on page 64) and verify that HP Logo is presented correctly on display screen when pressing f10. 4. 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. If unsuccessful, contact HP service. 5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 59), and perform soft reset (9. Soft reset (Default Settings) on page 65) if needed. Go to next step to verify display. Verify display When booting to Windows, determine whether image appears on display screen (via Windows Screen Solutions or Windows logo + p for display switcher). If there is video on the display, disconnect external display device, open the computer lid, and restart. The following steps are for authorized providers or technicians. 1. Reseat display cable connection on system board. 2. Reseat display cable connection on display panel side. 3. Examine and reseat major components, such as hard drive and memory. 4. Test with minimum configuration (11. Test with minimum configuration on page 66) by removing hard drive to isolate operating system issues and testing video in F10 Setup. 5. If video is present, restart and retest the computer. 6. If video is present but bad, go to Display on page 90 section. 7. If issue persists (no video), test with external video. 8. If issue persists, test or replace a confirmed working display. 9. If issue persists, replace discrete graphics card. 10. If issue persists, replace system board because of defective video function. Tips Swipe a metal piece (screwdriver) over wireless or mute buttons to act as if closing lid to force video output to external display device. Blinking lights Use this information to interpret blinking lights on the computer. Blinking lights 79 Table 7-16 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Lights blink on keyboard caps lock/num lock keys Blinking lights on startup usually indicate a problem with basic functionality of a critical component (processor, BIOS, graphics cards, memory, and so on) because of a loose connection, defective parts, or recently added parts. Troubleshooting steps 1. Check for any blink patterns. Count the number of blinks in a sequence, followed by a pause for a few seconds. 2. See status, blinking lights, and error message (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62) for corrective actions. 3. If internal hardware components (such as memory, hard drive) have been recently added, a component may not be connected properly. Remove and reseat new components (10. Reseat cables and connections on page 66) one at a time. Note Because the display might not be functional, lights are used to indicate an error. Diagnostic error messages Use the information in the table to help you understand diagnostic error messages. Table 7-17 Issues, possible causes, and fixes Items Procedures Symptoms Computer has power POST error message displays (Windows logo has not yet appeared) Possible causes Diagnostic error messages indicate a problem. There may be a problem with the instruction being sent from the BIOS to a hardware component (for example, keyboard failures), or incompatible hardware. Can usually be resolved by installing updated firmware for the component. Troubleshooting steps 1. See 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62 for corrective actions. An example of a POST error message might be "Boot Device Not Found." 2. If there is power, you might be able to access BIOS. Reset BIOS to its default condition. (9. Soft reset (Default Settings) on page 65) 3. Restore hardware to its original condition (for example, bootable solid-state drive instead of hard drive). 4. Reseat suspected components and verify connection. 5. 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. To access the Startup Menu for further options, press the esc key while restarting the computer. BIOS password Use the information in the table to troubleshoot BIOS password issues. 80 Chapter 7 Troubleshooting guide Table 7-18 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Some sections are unavailable (grayed You must use an administrator password. out) Troubleshooting steps 1. Review F10 BIOS Setup Overview to determine which features must be enabled. 2. Your BIOS settings may be managed by a BIOS administrator password setup. 3. 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. The application was not installed or configured correctly. There is insufficient memory available to run the application. There is a conflict between applications. Be sure that all the necessary device drivers are installed. If an operating system other than the factory operating system is installed, check whether the operating system is supported and the application is certified for the version of the operating system. Intermittent shutdown Use this information to troubleshoot shutdown issues. Table 7-19 Issues, possible causes, and fixes Items Procedures Symptoms Shutdown during startup Shutdown during operation Possible causes It is often difficult to troubleshoot an intermittent issue. Possible causes include: Power-related issue: defective or insufficient power sources, poor connection. OS Custom Setting: Energy Saver (Power Management). Thermal-related issue: thermal sensors reach limits. Hardware related issue, voltage, out-of-range current, electrical short. Performance (OS) 81 Table 7-19 Issues, possible causes, and fixes (continued) Items Procedures Troubleshooting steps 1. Update BIOS and drivers. (4. Update BIOS and drivers on page 59) 2. Perform hard reset (8. Hard reset on page 64) 3. Perform soft reset (9. Soft reset (Default Settings) on page 65) Power-related issue 1. Verify functionality of AC adapter alone. If it does not work, test with a verified working adapter. 2. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC Hardware Diagnostics (UEFI) tool. 3. Verify connection of power button and cable. OS custom settings 1. Advise users to reset power options and close all applications that are not in use, including applications in the background. 2. Test with a confirmed working operating system to isolate custom settings by users or any conflicting applications that cause shutdown. The following steps are for authorized providers or technicians. Thermal-related issue 1. Verify thermal condition: a. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 59) b. Check fan and connection. Reseat fan cable. c. Be sure that no obstructions or dust are in heat sink fan, fin, or vent. d. Test with a verified working fan. e. Remove old thermal compound and pads and replace with new compound and pads. 2. Verify thermal solution: Use Thermal Monitor tool (available only to authorized service providers/ technicians) to perform stress test (processor and GPU) (6. HP Hardware Diagnostics and Tools on page 59), and verify that thermal sensors are within limits after thermal condition is serviced. Hardware-related issue 1. Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty parts (bulging/leaking capacitor). 2. Verify that lights are solid. 3. If shutdown is reproducible, test essential hardware configuration: a. If no issue with hardware configuration, reinstall one nonessential component at a time to determine faulty hardware. b. If issue persists, replace essential hardware with a confirmed working part, one at a time. If the computer does not boot, replace system board. 82 Chapter 7 Troubleshooting guide Table 7-19 Issues, possible causes, and fixes (continued) Items Procedures Tips Intermittent issues are difficult to reproduce and troubleshoot. It is important to record details about shutdown frequencies, system configuration (3D video application), and operating conditions. Blue screen Use this information to troubleshoot blue screen issues. Table 7-20 Issues, possible causes, and fixes Items Procedures Symptoms Have power, light activity, fan spinning HP Logo displays briefly Fails to boot into Windows operating system, displays blue screen, and then crashes, restarts, or stops responding Possible causes Recent changes: conflict of instructions from multiple programs or just added hardware. Incompatible hardware and driver. Poor connection (hard drive, memory). Hardware malfunctioning due to overheating (GPU, processor). Important Notes & Resources Defective hardware (memory, hard drive). Troubleshooting steps There are many different ways to troubleshoot a blue screen error. Therefore, you need to identify working configuration and specific symptoms of the failure to narrow down the issue. See Blue screen (BSOD) error on page 108. Recommended resources Microsoft knowledge base: http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screenerrors For more information, search for HP Troubleshooting Error Messages on a blue screen at http://www.hp.com. Overview of general troubleshooting steps for a blue screen error 1. Note the blue screen error message and what activity was performed at the time. 2. Perform a hard reset (8. Hard reset on page 64) after disconnecting all external peripherals. 3. Reset BIOS to default (9. Soft reset (Default Settings) on page 65) to prevent booting to another device. 4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 59) to isolate major faulty hardware issues. HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory, and system. Blue screen 83 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 59. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 59). For example, incompatible memory or new solid-state drive storage. 6. Reseat cables and connections (10. Reseat cables and connections on page 66). Pay attention to proper installation of memory and hard drive. 7. Verify that a minimum of at least 100 MB of free space is available on your Windows partition. 8. If you can start Windows: a. Update BIOS and drivers (4. Update BIOS and drivers on page 59) to support updates for incompatibilities. b. Get all the latest updates, using Windows Update. c. Undo recent changes: Startup using Last Known Good Configuration. Use System Restore. Roll back device driver in Device Manager. d. Check for specific Error Message. See Common blue screen error messages on page 117. e. Boot to safe mode (11. Test with minimum configuration on page 66) to troubleshoot issues. 9. If you cannot start Windows: a. Boot to safe mode. (11. Test with minimum configuration on page 66) b. Use Startup Repair to fix Windows startup files. c. Undo recent changes using System Restore to revert to a previous working state. d. Check for specific STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use Windows Debugging Tool on page 118. e. Restore computer using System Recovery or image backup to factory settings. 10. Test with essential hardware configuration (11. Test with minimum configuration on page 66) with a verified working operating system (for instance, USB Windows-To-Go), if available, to isolate the software issue. Freeze at Windows Logo (hang or lockup) Use the following information to troubleshoot hang or lockup issues. 84 Chapter 7 Troubleshooting guide Table 7-21 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Has power, light activity, fan spinning HP Logo displays briefly Attempt to boot to operating system and freeze/hang at Windows logo 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 screen issue). No response to pressing num lk or caps lock key Troubleshooting steps Perform the following steps one at a time to verify normal boot process: 1. Disconnect all external peripherals, and perform a hard reset (8. Hard reset on page 64). 2. Perform soft reset (9. Soft reset (Default Settings) on page 65). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 59). a. Roll back to previous version may be necessary. b. Go to safe mode to install drivers. 4. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 59) to isolate hardware issue. 5. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 59). 6. Reseat cables and connections (10. Reseat cables and connections on page 66). 7. Start Windows in safe mode (11. Test with minimum configuration on page 66). 8. Use Startup Repair Windows to fix Windows damaged files. 9. Test with essential hardware configuration (11. Test with minimum configuration on page 66) with a verified working operating system (for instance, USB Windows-To-Go), if available, to isolate the software issue. Tips For more information, see http://support.hp.com/us-en/document/c03671001. Electromagnetic Interference (EMI) Use this information to troubleshoot EMI issues. Electromagnetic Interference (EMI) 85 Table 7-22 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System locks up, freezes in certain physical area or location Electromagnetic interference (EMI). Troubleshooting steps 1. See (2. Examine the environment on page 58). Pay attention to external power source, high-frequency signals such as cell phones, microwave ovens. 2. Move the computer to different locations nearby to determine where it fails and where it does not fail. 3. Test with a verified working computer in original factory configuration. 4. Consult with support. No wake up Use this information to troubleshoot wake-up issues. 86 Chapter 7 Troubleshooting guide Table 7-23 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes When resuming from a power management state the computer may display: Power-saving mode; multiple-display setting. Troubleshooting steps Blank screen Some light activity 1. Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 62) is blinking (indicating Sleep state). Press power button to exit Sleep. 2. Reset BIOS to default (associated with OS Power Management in Power Menu) (4. Update BIOS and drivers on page 59) 3. Check power management settings in Windows Power Options. Disable Sleep options if the issue is resolved. 4. Screen saver is set. Press any key or touch touchpad to resume. 5. Verify that Display Choice is set to external video only. Toggle screen control key combination fn + f4 or Windows logo +P. Tips If you are using a docking station, set your notebook display as a primary display. When the computer is undocked, you may think it is in a power-saving state, but the screen image may actually appear on an external display device in the docking configuration. Unresponsive Use this information to troubleshoot issues with responsiveness. Unresponsive 87 Table 7-24 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Unresponsive Program in use has stopped responding to commands. Troubleshooting steps 1. If possible, use the Windows Task Manager to isolate and terminate the offending process. 2. Attempt the normal Windows shutdown procedure. 3. Restart the computer using the power button. Slow performance Use this information to troubleshoot performance issues. Table 7-25 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Slow performance when performing small tasks, or even in idle mode Processor is hot or hard drive is full. Troubleshooting steps Processor is hot 1. Verify that airflow to the computer is not blocked. 2. Verify that chassis fans are connected and working properly. Some fans operate only when needed. 3. Verify that the processor heat sink is installed properly. Hard drive is full 1. Transfer data from the hard drive to create more space on the hard drive. Microsoft recommends at least 200 MB to sync system files. 2. Perform disk defragmentation to consolidate fragmented data on the hard drive so it works more efficiently. Tips See Routine maintenance for performance improvement on page 117). See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space. See http://windows.microsoft.com/en-us/windows/optimize-windows-betterperformance#optimize-windows-better-performance=windows-vista. HP Smart Adapter warning message Use this information to troubleshoot power adapter warning messages. 88 Chapter 7 Troubleshooting guide Table 7-26 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Warning message appears in window Less powerful AC adapter, BIOS out of date. Troubleshooting steps 1. Update BIOS, which may contain information that assigns an appropriate adapter for the configuration. 2. Update the latest HP Hotkey Support software from Drivers website. 3. Be sure that the power source is sufficient (where adapter is connected). 4. Use appropriate AC adapter (often supplied with system) for optimum system performance. 5. Test with a verified working AC adapter. 6. Test the adapter on a verified working computer. 7. 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. Because system processor functions always have priority over battery charging, charging delays occur first. Incorrect time and date Use the following information to troubleshoot time and date issues. Table 7-27 Issues, possible causes, and fixes Item Procedure Symptom Possible cause Incorrect date and time Real-time clock (RTC) battery might need replacement. Troubleshooting steps 1. Reset the date and time in the operating system Control Panel. 2. Replace the RTC battery. 3. Verify that date and time are correct. Incorrect time and date 89 Display Use these sections to troubleshoot display issues. 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. Symptom This section includes common display issues with symptoms: Blank or black video Incorrect color, missing color, distorted image Flickering image Vertical lines (because of LDVS, decreased signal integrity, and data loss) Dead pixel (because of display liquid, internal transistor, and others) Horizontal lines (because of video memory) Distorted when hot (because of thermal issue) Cracked screen/image (physical damage) Light leakage/bleeding Contact support for assistance. Humming noise (due to frequency settings) Contact support for assistance. Table 7-28 Display anomaly illustrations Display anomalies Cracked screen Cracked image Dead pixel 90 Chapter 7 Troubleshooting guide Vertical lines Blurred image Horizontal lines Quick check Use these steps to check the display. Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, and other issues. Reset and update BIOS and docking firmware. 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. Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, and so on). Test with a verified working external display. Boot to Windows in safe mode. Test with a verified working operating system (for instance, shipping image). HP PC Hardware Diagnostics (UEFI) for video test Use this tool to quickly determine if the display issue is related to a real hardware issue. To start HP PC Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 59), when the computer is at boot, press the f2 key, select Component Tests, and then select Video. There are three options: Video Memory Check: to test video memory Palette Check: to test the three video color components (red, green, blue) Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the HP PC Diagnostics 3-in-1 USB Key tool) Review the video troubleshooting in the following Display section for specific issues and possible solutions. For additional information about display problems, see documentation provided by the product manufacturer. Display assembly diagram The display assembly diagram shows basic video components: system board, graphics cards, display cables, display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a combination of these components can contribute to a video issue. Quick check 91 NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the sensor acts like a switch is closed. A notebook can force a video output to an external monitor, or go to hibernation or standby mode through power management. If the display screen does not light up when the display is open, the lid close switch (Hall-effect sensor) could be faulty. Dead pixel 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. See Display issue: pixel anomalies on page 122 for the HP dead pixel policy. No video (internal) Use this information to troubleshoot video issues. Table 7-29 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes No internal video with certain programs (for example, videointensive games) Display resolution, brightness, faulty lid switch, running a program requiring a higher resolution than the display screen can support. Faulty lid switch may put the system into Sleep or Hibernation mode. Troubleshooting steps Use an external monitor with higher resolution. References 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. See section No video (with power) on page 78 for display information. No video (external) Use this information to troubleshoot external video issues. 92 Chapter 7 Troubleshooting guide 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 1. Be sure external monitor is compatible with the computer. 2. Be sure that external monitor is turned on. 3. Press any key to exit the power-saving mode. 4. Adjust the brightness of the monitor. 5. Test with a verified working monitor. 6. Test the monitor via internal ports (VGA, DP ports). 7. Install latest video driver. 8. Reset the screen resolution as described in the documentation. 9. Configure display choice, and then force output to external video by closing the notebook lid or pressing fn + f4 to switch screen output. DisplayPort/VGA Use this information to troubleshoot DisplayPort and VGA issues. See No video (external) on page 92. HDMI Use this information to troubleshoot HDMI issues. Table 7-31 Issues, possible causes, and fixes Items Procedures Symptoms Display issue Sound issue Possible causes Cable, connection, settings. Troubleshooting steps Quick Check 1. Verify that the HDMI device input source is set correctly (for example, HDMI1). 2. Be sure you are using the correct HDMI cable. 3. Check connection and reconnect the HDMI cable. 4. Verify whether sound output is configured correctly in Control Panel > Sound Manager. DisplayPort/VGA 93 Table 7-31 Issues, possible causes, and fixes (continued) Items Procedures 1. Perform hard reset (4. Update BIOS and drivers on page 59). 2. Update BIOS and drivers (4. Update BIOS and drivers on page 59) when you hear sound but do not see video on HDTV. References http://support.hp.com/us-en/document/c01186408 No or bad external video via docking Use this information to troubleshoot video issues while docking. Table 7-32 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes No or bad image on external monitor via ports of docking station (such as VGA, DP, TB, display port, and others) Rooted from system board, software or drivers, dock connectors, docking station hardware or firmware, dock video ports (DP, VGA, and others). Troubleshooting steps 1. Be sure that external monitor is turned on. 2. Be sure that external monitor is compatible with the computer. 3. 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/ and search for HP ZBook Thunderbolt 3 Dock User Guide. 4. If the screen image is distorted, try a DP-to-VGA adapter. Connect the adapter to each DisplayPort and VGA port of the dock. 5. Test the monitor via internal ports (such as VGA, DP, HDMI, and others). 6. Verify that dock connectors of the notebook and the dock are clean, without dust, debris (for example, using air duster). 7. Ideally, use a verified working operating system or system connected to the dock to isolate the issue of the current operating system. 8. Ideally, use a verified working docking station to isolate the faulty dock. 9. Update latest dock firmware. Follow the installation instructions carefully. You may want to try a DP-to-VGA adapter if you have a distorted screen image. Connect the adapter to each DisplayPort of the dock. If you still cannot update the dock, attempt to update it on a confirmed working notebook before having the dock replaced. Note See the technical white paper titled "Multiple displays on HP ZBook Mobile Workstations" from HP platform support website. Go to http://h20195.www2.hp.com/v2/getpdf.aspx/ 4aa5-2657enw. Incorrect or missing color/distorted image Use this information to troubleshoot image issues. 94 Chapter 7 Troubleshooting guide Table 7-33 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System works normally but the display shows: Missing or strange color Image distortion Loose connection, display cable, display, graphics card. Troubleshooting steps Verify with external monitor 1. Use combination fn + f4 to enable output to external monitor. 2. Close the lid. If the external monitor also shows incorrect color, it is graphics card issue. Test with a verified working graphics card. Verify monitor cable and cable connection (Monitor disassembly is required.) Be sure the monitor cables are not pinched or damaged. Be sure the monitor cables have good connection at both ends (system board and display panel). If moving cables affects the image, the monitor cable is the cause of the issue. Test with a confirmed working cable. If moving cables does not affect the image, the monitor has an issue. Test with a confirmed working monitor. Touch screen Use this information to troubleshoot touch screen issues. Table 7-34 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Unresponsive Dirt and smudge, driver, touch display configuration, power management. Inaccurate Troubleshooting steps Quick check Turn off the computer, spray glass cleaner onto a soft, damp cloth, and gently wipe the screen to remove dirt and smudge. NOTE: Do not spray cleaner directly onto the screen. Touch screen 95 Table 7-34 Issues, possible causes, and fixes (continued) Items Procedures Configure the touch display in Control Panel > Tablet PC Settings 1. Restart the computer. 2. Verify touch screen and graphics drivers. 3. Configure the touch display to identify the screen as a touch screen as shown in the image at left. 4. Calibrate the screen and reset if touch functionality is still not working correctly. 5. Perform diagnostic test in HP Hardware Diagnostics under Component Tests > Touch Screen. If the diagnostics tests pass but the touch screen still does not respond, continue following the steps. 6. Adjust the power management settings for your touch screen. If the touch screen stops working after waking from sleep, adjust the power management settings so that the touch screen device stays active while the computer is in Sleep mode. 7. Perform Microsoft System Restore, and restore to a time when the system was working. 8. Perform HP System Recovery if none of the previous actions resolve the issue. References https://support.hp.com/us-en/document/c03488148 I/O devices Use this information to troubleshoot I/O device issues. NOTE: Be sure that external devices are supported and compliant (for example, USB Type-C®, Thunderbolt 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). Be sure I/O devices are properly inserted into the I/O ports, and then be sure that Windows Device Manager recognizes the I/O devices. Keyboard Use this information to troubleshoot keyboard issues. 96 Chapter 7 Troubleshooting guide Table 7-35 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Keystrokes not recognized Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard. Characters not matched Troubleshooting steps 1. Inspect the keyboard for any signs of dust, liquid, or debris trapped under sticky keys that might prevent keystroke recognition. 2. Check for incomplete connection between keyboard and system board by verifying that caps lock or num lk light turns on when you press the key. 3. Verify whether the keyboard is recognized in Windows Device Manager, and verify whether the keyboard driver is installed properly. 4. Test with a working external keyboard (such as a USB keyboard). Also test in Windows for special keys (caps lock, shift, ctrl, fn, Windows, alt) if necessary. 5. Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. 6. Verify that BIOS is up to date. If so, resetting BIOS to default may help. 7. Test with a verified working operating system, or restore the operating system to be sure that the issue is not caused by items such as different language settings, sticky keys feature, and so on. 8. Verify that keyboard flex cables are fully inserted and in good condition. The following steps are for authorized providers and technicians. 1. Verify whether keyboard flex cable is in good condition (no delamination or torn cable end, no missing or cracked tracks, pads). 2. Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board, and those connector tabs are properly closed. Reseat cables. 3. Replace new internal keyboard and retest. Tips If a key works only when pressed with force, inspect and remove debris trapped under keycap. Keyboard pointing stick (select products only) Use this information to troubleshoot pointing stick issues. Table 7-36 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Point stick not working properly Dust trapped under point stick, loose point stick cap. Troubleshooting steps 1. Inspect for any signs of dust or liquid spill that prevents point stick from working. 2. Check whether point stick cap is loose, and reseat it if necessary. Keyboard pointing stick (select products only) 97 Table 7-36 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers and technicians. 1. Verify whether keyboard flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks, pads). 2. 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. 3. Reseat point stick cables. Example of back of keyboard, including keyboard, point stick, and backlight cables. Keyboard backlight Use this information to troubleshoot keyboard backlight issues. Table 7-37 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Backlight function not working properly Backlight disabled, loose connection. Troubleshooting steps NOTE: Not all notebook computers have backlit keyboards. A keyboard function key lets you turn the light on and off. Verify whether backlit feature is not disabled by pressing a combination of fn + backlit key. The following steps are for authorized providers or technicians. 1. Verify whether backlight flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks or pads). 2. Verify that backlight flex cable ends are fully inserted and aligned with connectors on system board and that connector tabs are properly closed. 3. Reseat backlight cable. Touchpad Use this information to troubleshoot touchpad issues. Table 7-38 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Not working properly Touchpad turned off, driver, settings. 98 Chapter 7 Troubleshooting guide Table 7-38 Issues, possible causes, and fixes (continued) Items Procedures (1) Touchpad on/off button Troubleshooting steps (2) Touchpad 1. Ensure touchpad on/off light is not amber (disabled). Double tap to enable. 2. Verify whether touchpad device is listed in Device Manager > Mice and other pointing devices. 3. Install the latest touchpad driver. 4. Adjust touchpad settings (Control Panel > Mouse). 5. 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. 1. Check the touchpad cable for damage or a loose connection, and then reseat the touchpad cable. 2. If issue persists, replace the touchpad and verify the change. Network connectivity (RJ-45 jack) Use this information to troubleshoot network issues. Table 7-39 Issues, possible causes, and fixes Items Procedures Symptoms Unable to find networks (yellow bang) Connection dropouts Slow performance Possible causes Network source, cable, connection, RJ-45 (network) jack, driver, settings. Troubleshooting steps Quick Check: verify the network status lights that supposed to flash when there is network activity. Network connectivity wireless (WLAN) Use this information to troubleshoot wireless connectivity issues. Table 7-40 Issues, possible causes, and fixes Items Procedures Symptoms Unable to find networks (yellow bang) Connection dropouts Slow performance Possible causes Network source, cable, connection, wireless module, driver, settings. Network connectivity (RJ-45 jack) 99 Table 7-40 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers or technicians. 1. Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section). Reseat wireless module and antenna connection. 2. Verify the module antenna cable connection is not loose. 3. Verify that antenna cables are properly connected to the MAIN and AUX terminals (see WLAN module removal and replacement section). WWAN Use this information to troubleshoot WWAN issues. Table 7-41 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Unable to find networks or service Network source, cable, connection, driver, settings. Troubleshooting steps 1. Update to the latest driver and utility. 2. Check with network service provider for signal coverage. 3. Be sure signal strength is good. 4. Be sure that your service is active. The following steps are for authorized providers or technicians. Verify module and antenna cable connections are not loose. Verify antenna cables are properly connected to the correct terminals. For example, the antenna cable labeled 1 connects to the Main terminal labeled 1. The antenna cable labeled 2 connects to the Aux terminal labeled 2. USB Use this information to troubleshoot USB port issues. Table 7-42 Issues, possible causes, and fixes Items Procedures Symptoms USB devices are not recognized USB devices are not charging Possible causes USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant. NOTE: USB Type-C uses a different connector entirely. 100 Chapter 7 Troubleshooting guide Table 7-42 Issues, possible causes, and fixes (continued) Items Procedures Examples of USB device Not Recognized Troubleshooting steps 1. Unplug the USB device. Restart the computer (wait for 25 minutes) to reset the USB port or hub in case of a power surge. 2. Perform a soft reset (9. Soft reset (Default Settings) on page 65), and verify if the USB device is recognized. 3. Verify whether the USB device is recognized in Device Manager > Universal Serial Bus Controller, or the USB is recognized without a yellow warning symbol, or bang. 4. Verify whether the latest USB driver, USB chipset driver, or both are installed. You can remove or reinstall the USB driver. 5. Be sure the USB device is supported, for example, USB 3.0 device requires more power draw (0.9 A) from a USB port than a USB 2.0 device (0.5 A). As a result, identify the USB charging port to be used for charging a USB device, or an external AC power adapter might be required for an external USB storage device to work properly. 6. Test with verified working USB devices (keyboard, mouse, USB key) to be sure USB ports are functional. 7. Test the USB device on a verified working computer to be sure the USB device is not malfunctioning. Smart card reader Use this information to troubleshoot smart card reader issues. Table 7-43 Issues, possible causes, and fixes Items Procedures Symptoms Not recognized Unable to write Possible causes Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. NOTE: Some cards have a read-write security switch on the card. Be sure that switch is set to Write Enabled before attempting to write data to it. Smart card reader 101 Table 7-43 Issues, possible causes, and fixes (continued) Items Procedures Card Reader Removal Policy Troubleshooting steps 1. Verify card reader removal policy. 2. Be sure that the card has no physical damage. 3. Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact. Clean the contacts with a lint-free cloth and small amounts of isopropyl alcohol. Replace the memory card if necessary. 4. Reinstall and update the drivers for the card reader. 5. Be sure that the smart card reader is compliant with ISO 7816 Class A, B, and C. 6. Reinsert the card reader with correct face as described in its documentation. 7. Check reader function with a verified working card. IMPORTANT: If the card reader has an in-use indicator light, do not insert or remove memory cards while the light is flashing. Doing so might cause loss of data on the card or might permanently damage the card reader. Speaker, headphone - audio issues Use this information to troubleshoot audio issues. Table 7-44 Issues, possible causes, and fixes Items Procedures Symptoms No sound from external or internal speakers Distorted sound, too soft, too loud, intermittent Possible causes Volume turned down, sound card not recognized, malfunctioning hardware, electronic interference. 102 Chapter 7 Troubleshooting guide Table 7-44 Issues, possible causes, and fixes (continued) Items Procedures Troubleshooting steps 1. Remove any device connected to the audio jack to enable the internal speaker. 2. Close all open programs. 3. Adjust volume by pressing fn + f6 or f7. Be sure that volume button light is not amber (mute). - or - Adjust Windows volume control by selecting the speaker icon on the Windows taskbar. Be sure that the sound is not muted. 4. Verify that the sound card is detected in Windows Device Manager. 5. Reinstall the latest audio driver. 6. Test audio device using HP PC Hardware Diagnostics (UEFI) tool (f2 > Component Tests > Audio). 7. Test with a verified working operating system. If issue is resolved, restore full operating system. 8. Test with verified working external speakers or headset. 9. Reseat internal speaker connections. 10. Test with verified working internal speakers. 11. Replace internal speakers. No sound from headphones 1. Adjust volume by pressing fn + f6 or f7. Be sure that volume button light is not amber (mute). Or adjust Windows volume control by selecting the speaker icon on the Windows taskbar. Be sure that the sound it not muted. 2. Check headphone cable connection. 3. Test with a verified working audio board. 4. Replace audio board and verify the change. No sound from external speakers 1. Verify that external speakers are turned on. 2. Disconnect headphones from headphone jack. 3. Adjust volume by pressing fn + f6 or f7. Be sure that volume button light is not amber (mute). - or - Adjust Windows volume control by selecting the speaker icon on the Windows taskbar. Be sure that the sound is not muted. 4. Check for possible interference devices nearby that might affect the audio (cell phone or portable communications handset.) Thunderbolt (TB) Use this information to troubleshoot Thunderbolt issues. Thunderbolt (TB) 103 Table 7-45 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Thunderbolt device not working BIOS, drivers, and user settings. Troubleshooting steps 1. Update to the latest BIOS and choose appropriate TB Port settings. 2. Reset User Account Settings to default. 3. Update Intel Thunderbolt software that includes firmware version (for TB controller), driver version (operating system driver), and application version. 4. Verify that Windows Device Manager detects the TB device. 5. Verify cable connection to TB port. 6. Test with a verified working TB board, if possible. NOTE: Thunderbolt is new technology. Thunderbolt cable and Thunderbolt device must be compatible with Windows. To determine whether your device is Thunderbolt Certified for Windows, see https://thunderbolttechnology.net/products. Storage Use this information to troubleshoot storage issues. NOTE: 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. 104 Chapter 7 Troubleshooting guide Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB ( http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob ). HP recommends the drive quick test to quickly (less than 10 minutes) identify the malfunctioning drive. If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which runs until an error occurs). 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. If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows operating system to troubleshoot the problem. Hard drive or solid-state drive not recognized Use this information to troubleshoot storage device issues. Hard drive or solid-state drive not recognized 105 Table 7-46 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Hard drive is not recognized during POST Loose connection, faulty hard drive, faulty drive configuration/BIOS setting. Troubleshooting steps 1. Perform a hard reset (8. Hard reset on page 64). 2. Reset BIOS to default. 3. Verify hard drive connection and flex cable. Reseat hard drive and cable connection. For multiple storage devices, keep the primary drive with the operating system and remove other devices. 4. Use the HP Hardware Diagnostics tool to verify that the drive is recognized and test it. 5. If the hard drive fails diagnostics, record failure and have the drive replaced. 6. Identify when the issue is related to software. If the hard drive passes diagnostics, test the drive on a verified working computer. If the failure follows the drive, reinstall the operating system to be sure that software is not an issue. 7. Test with a verified working hard drive. If it is still not recognized, the system board is faulty. NOTE: If the drive is seen in BIOS and Diagnostics, try a secure erase before replacing a drive as this might resolve related issues. No boot to operating system (no read-write error) Use this information to troubleshoot issues with booting to the operating system. Table 7-47 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes POST error message: Boot Device Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot. not found (3F0) Troubleshooting steps Hang when booting to operating system 1. Verify whether Secure Boot is enabled in BIOS. Secure Boot prevents legacy boot devices from starting the computer, including bootable CDs and DVDs. For more information, see http://support.hp.com/us-en/document/c03653226. 2. Reset BIOS to default. Be sure that BIOS Boot Mode in Boot Option is set up properly for bootable device and its operating system (for example, UEFI Native for Windows 8). Another example, choosing Legacy Boot Order for an UEFI device causes "Boot Device not found (3F0)" error. 3. Verify hard drive connection and flex cable. Reseat connection. For multiple storage devices, keep the primary drive with the operating system and remove other devices. 4. Use PC Hardware Diagnostics tool to test. Record failure code and have the hard drive replaced. 5. If there is no error, reinstall the operating system using HP Restore. 6. Test with a verified working operating system hard drive, if available. 106 Chapter 7 Troubleshooting guide Table 7-47 Issues, possible causes, and fixes (continued) Items Procedures Note If there is a hard drive POST error message, see POST error messages and user actions on page 115. Read-write error Use this information to troubleshoot read and write errors. Table 7-48 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes POST error message (for Loose connection, faulty hardware. example, error code 301) Troubleshooting steps Hang when working on data, files, documents 1. Perform a hard reset (8. Hard reset on page 64). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 65). 3. Verify the drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 66). 4. Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the hard drive replaced. 5. 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. 6. Test with a verified working hard drive. If it is not recognized, the system board is faulty. Note If there is a hard drive POST error message, see POST error messages and user actions on page 115. Slow performance Use this information to troubleshoot performance issues. Table 7-49 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Slow performance even when performing small read-write operations Operating system files, hard drive is full. Troubleshooting steps 1. Transfer data from the hard drive to create more space. Microsoft recommends at least 200 MB to sync system files. 2. Perform disk defragmentation to consolidate fragmented data on the hard drive so that it works more efficiently. NOTE: Do not defragment an SSD. Read-write error 107 Table 7-49 Issues, possible causes, and fixes (continued) Items Procedures Tips & tricks For optimal system performance, place your operating system and all of your most commonly used applications and files on the fastest hard drive (solid-state drive) and fastest areas on the drive (primary partition of 200 GB max). See Routine maintenance for performance improvement on page 117). 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 Common blue screen error messages on page 117 for detailed troubleshooting steps. Noisy hard drive Use this information to troubleshoot a noisy hard drive. IMPORTANT: Because an SSD has no moving parts, it does not make loud or clicking noises. Depending on type and rotational speed, some hard drives make more noise than others. Not all noises are related to the fan or hard drive. Table 7-50 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Loud noise from hard drive BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter). Clicking noise from hard drive Troubleshooting steps Still boots to operating system and operates normally 1. Update BIOS and hard drive firmware. 2. Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all peripherals (USB storages, dock, and others. 3. Remove hard drive to isolate the noise. 4. Test the hard drive on a verified working computer if the noise continues. If the hard drive makes the same noise or clicking sounds, the sounds are either normal sounds for the hard drive or a fault with the hard drive. 5. Verify original hard drive connection and flex cable. Reseat hard drive and connection. 6. Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and replace hard drive replace. 7. If you find no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation. Some hard drives make a clicking noise when highly fragmented. Tips For optimal system performance, place your operating system and all of your most commonly used applications and files on the fastest hard drive or solid-state drive and on the fastest areas on the drive (primary partition of 200 GB max). See Routine maintenance for performance improvement on page 117). 108 Chapter 7 Troubleshooting guide Mechanical Use this information to troubleshoot mechanical issues. Noise (sound) Use this information to troubleshoot abnormal noise issues. Table 7-51 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Computer emits abnormal noise Aside from basic components (power adapter, supply, fan, speaker, hard drive, optical drive, display panel, external devices), it is also common for electronic components to produce noise. Troubleshooting steps 1. Inspect external power source and change to verified working one. 2. Determine whether the noise comes from AC power adapter. Test with a verified working AC adapter. Disconnect external devices and all cables connected to the computer to isolate issue to computer only. 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 Fan runs constantly on page 109. Noisy hard drive Determine whether the noise comes from the hard drive. See Noisy hard drive on page 108. Noisy optical drive 1. Determine whether the noise comes from an optical drive. 2. Remove CD/DVD from the optical drive. Noisy speaker 1. Determine whether the noise comes from speaker. 2. Test with a verified working external headset/speaker. Noisy display Determine whether the noise comes from display panel (humming noise). Change display frequency settings. See Display on page 90. The section below is intended for authorized service providers and technicians. 1. After disassembling the chassis, inspect components of the interior for excessive wear or damage. 2. If noise issues persist, proceed with process of elimination for battery, AC adapter, or boards. Fan runs constantly Use this information to troubleshoot a constantly running fan. Mechanical 109 Table 7-52 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Fan never stops running BIOS not up to date. Generates heat Decreased computer performance Thermal condition (fan, air flow)--fan might not be defective but must run constantly to remove excess heat generated by electrical components. Inappropriate configuration. Troubleshooting steps General actions 1. Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup. When booting the computer, press f10 to open Setup, and then select Advanced > Built-In Device Options Menu. 2. Update BIOS and drivers (4. Update BIOS and drivers on page 59) and reset BIOS to default. BIOS can implement new fan characteristics and updates for other components. 3. Perform a hard reset (8. Hard reset on page 64). Performing a hard reset can reset recorded thermal values in memory. Thermal-related issue 1. Verify that fan is spinning. Reseat fan cable before moving to next step. a. Check fan and connection. Reseat fan cable. b. Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent. c. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 59). Be sure that the fan is not producing loud noise and that fan blades spin correctly. d. Test with a verified working fan. e. Replace the fan. 2. Verify thermal solution Use Thermal Monitor tool (available only to authorized service providers and technicians)(HP Thermal Monitor on page 61) to run stress test (processor and GPU) and verify that thermal sensors are within limits after thermal condition is serviced. User configuration Change Power Options in Windows (for example, choosing Balanced mode instead of High performance). High performance and extensive graphics might cause the fan run constantly to release the heat. Notes BIOS currently omits fan presence detection to shorten boot time delay less than four seconds. Therefore, the fan error is generated based on previous boot to operating system that found system fan error. Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. For more information, see the following links: http://support.hp.com/us-en/document/c01007591. https://support.hp.com/us-en/document/c01657439. 110 Chapter 7 Troubleshooting guide Thermal shutdown (hot) Use this information to troubleshoot a thermal shutdown. Table 7-53 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Similar to fan runs constantly issue (Fan runs constantly on page 109) System shutdown Abnormal heat Continually running fan Decreased computer performance BIOS not up to date, thermal condition (fan, air flow) Troubleshooting steps 1. Update BIOS and drivers (4. Update BIOS and drivers on page 59) and reset BIOS to default. BIOS can implement new fan characteristics and updates for other component. 2. Perform a hard reset (8. Hard reset on page 64). Performing a hard reset can reset recorded thermal values in memory. 3. Determine whether you are using a correct AC adapter. 4. Be sure to turn power off completely when putting a notebook in a travel bag. Thermal-related issue 1. Verify thermal condition: a. Check fan and connection. Check if fan is spinning when computer is on. Reseat fan cable. b. Be sure that no obstructions or dust are in heat sink fan, fin, or vent. c. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. d. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 59). Be sure that the fan is not producing a loud noise and that fan blades spin correctly. e. Test with a verified working fan. f. Remove old thermal compound and pads, and replace properly with new pads. 2. Verify thermal solution: Use Thermal Monitor tool (available only to authorized service providers and technicians) to run stress test (processor and GPU), and verify that thermal sensors are within limits after thermal condition is serviced. Note See https://support.hp.com/us-en/document/c01657439. Additional information The following sections provide additional information that you can use during the troubleshooting process. Acronyms These 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. When you experience this type of error, you cannot see items such as the Start menu or the taskbar when your computer is turned on. Instead you might see a blue screen with a message that your computer ran into a problem and needs to restart. Thermal shutdown (hot) 111 CPU--Central processing unit DIMM--Dual in-line memory module Daughterboard--Type of circuit board that plugs into or is attached to the system board or similar expansion card to extend its features and services. GPUGraphics processor unit GTSGeneral Troubleshooting Step HDDHard drive KBKeyboard LVDSLow-Voltage Differential Signaling MSGMaintenance and Service Guide mWSMobile Workstations WSWorkstations OSOperating system PCPersonal computer POSTPower-On Self-Test SSDSolid-state drive TSGTroubleshooting Guide UEFIUnified Extensible Firmware Interface WLANWireless local area network WWANWireless wide area network 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 Blinking lights and boot error codes Blink codes Error Amber battery light: blinks 1 Hz continuously Embedded Controller unable to load firmware Caps and num lk lights = 1 blink Caps and num lk lights = 2 blinks Caps and num lk lights = 3 blinks Processor not executing code BIOS recovery code unable to find valid BIOS recovery image Memory module error Caps and num lk lights = 4 blinks Graphics controller error Caps and num lk lights = 5 blinks Caps and num lk lights = 6 blinks System board error Intel Trusted Execution Technology (TXT) Error 112 Chapter 7 Troubleshooting guide Table 7-54 Blinking lights and boot error codes (continued) Blink codes Error Caps and num lk lights = 7 blinks Sure Start unable to find valid BIOS Boot Block image 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. The issue could be related to the processor or the system board in the computer. If the processor is socketed, be sure that the processor is seated correctly in the socket. If this error reoccurs, see General troubleshooting steps on page 55. NOTE: The computer attempts 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 and num lk keys both blink once, followed by a pause, and then continue in a repeating pattern. BIOS recovery code unable to find valid BIOS recovery image This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. You can resolve this problem by placing a clean copy of the system BIOS on a USB key or in the appropriate hard drive directory and performing a reboot. If this error reoccurs, see General troubleshooting steps on page 55. NOTE: The computer attempts 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 and num lock keys both blink twice, followed by a pause, and then continue in a repeating pattern. Memory module error This computer has experienced a memory initialization problem resulting in a failed startup. This issue might be related to the memory modules in the computer. You can resolve this problem by ensuring that memory modules are correctly inserted and seated. If this error reoccurs, you must use a service event to determine the source of the error (memory modules or system board) and take the appropriate corrective action. NOTE: The computer attempts 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 and num lock keys both blink three times, followed by a pause, and 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. This issue might be related to the graphics controller in your machine. Processor not executing code 113 You can resolve this problem by ensuring that the graphics controller module is seated correctly in machines with modular graphics. If this error reoccurs, you must use a service event to identify the source of the error and take the appropriate corrective action. NOTE: The computer attempts 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 and num lock keys both blink four times, followed by a pause, and then continue in a repeating pattern. Failure System Board Error This computer has experienced a system board initialization problem resulting in a failed startup. This issue might be related to the system board in the computer. You must use a service event to identify the source of the error and take the appropriate corrective action. NOTE: The computer attempts 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 and num lock keys both blink five times, followed by a pause, and then continue in a repeating pattern. Intel Trusted Execution Technology (TXT) Error This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a failed startup. The error occurs when three situations are true: The Intel Trusted Execution Technology (TXT) has been enabled on the computer. Policies have been set to prevent startup if the BIOS measurement has changed. The BIOS measurement has changed. For more information about Intel TXT, go to http://www.intel.com/content/dam/www/public/us/en/documents/white-papers/trusted-execution-technology-security-pa . You must use a service event to resolve this issue. NOTE: The computer attempts 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 and num lock keys both blink six times, followed by a pause, and then continue in a repeating pattern. Sure Start unable to find valid BIOS Boot Block image This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. You must use a service event to identify the source of the error and take appropriate corrective action. NOTE: The computer attempts 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 and num lock keys both blink seven times, followed by a pause, and then continue in a repeating pattern. 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 normally repairs this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence. 114 Chapter 7 Troubleshooting guide To proceed with the repair, press and hold the following keys: esc + up arrow + down arrow. To avoid the need for this manual recovery step, set the HP Sure Start recovery policy to automatic. If this error reoccurs, you must use a service event to identify the source of the error and take appropriate corrective action. NOTE: The computer attempts 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 and num lk keys both blink eight times, followed by a pause, and then continue in a repeating pattern. POST error messages and user actions Use this information to determine the meaning of POST error messages. Table 7-55 POST error messages and user actions to address the error Test description Failure descriptions Error code Possible user actions Product information Invalid value 00A Contact support for assistance. Startup test Memory module 200 Attempt to reseat the memory module and then repeat the test. Search http://www.hp.com/support for details about troubleshooting issues related to the memory module. If the memory module still fails, contact support. Startup test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard disk drive might have failed. Contact support for assistance. Startup test Hard Disk 2 SMART 302 The hard drive might have failed. Contact support for assistance. Startup test Hard Disk 1 Quick 303 The hard drive might have failed. Contact support for assistance. Startup test Hard Disk 2 Quick 304 The hard drive might have failed. Contact support for assistance. Run-in test Memory module 200 Attempt to reseat the memory module and then repeat the test. Search http://www.hp.com/support for details about troubleshooting issues related to the memory module. If the memory module still fails, contact support. Run-in test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard drive might have failed. Contact support for assistance. Run-in test Hard Disk 2 SMART 302 The hard drive might have failed. Contact support for assistance. Run-in test Hard Disk 1 Quick 303 The hard drive might have failed. Contact support for assistance. Run-in test Hard Disk 2 Quick 304 The hard drive might have failed. Contact support for assistance. Hard Disk Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard drive might have failed. Contact support for assistance. Hard Disk Test Hard Disk 2 SMART 302 The hard drive might have failed. Contact support for assistance. Hard Disk Test Hard Disk 1 Quick 303 The hard drive might have failed. Contact support for assistance. Hard Disk Test Hard Disk 2 Quick 304 The hard drive might have failed. Contact support for assistance. Hard Disk Test Hard Disk 1 Full 305 The hard drive might have failed. Contact support for assistance. Hard Disk Test Hard Disk 2 Full 306 The hard drive might have failed. Contact support for assistance. POST error messages and user actions 115 Table 7-55 POST error messages and user actions to address the error (continued) Test description Failure descriptions Error code Possible user actions Boot Device Manager Boot device not found 3F0 This code indicates a potential problem with the hard drive. Run the hard drive test. See https://support.hp.com/emea_africa-en/document/c01443371 for more information. Boot Device Manager Hard Disk 1 Error 3F1 Indicates a potential problem with the hard drive. Run the hard drive test. See https://support.hp.com/emea_africa-en/document/c01443371 for more information. Boot Device Manager Hard Disk 2 Error 3F2 This code indicates a potential problem with the hard drive. Run the hard drive test. See https://support.hp.com/emea_africa-en/document/c01443371 for more information. Boot Device Manager Hard Disk 1 SMART 301 This code indicates a potential problem with the hard drive. Run the hard drive test. See https://support.hp.com/emea_africa-en/document/c01443371 for more information. Boot Device Manager Hard Disk 2 SMART 302 This code indicates a potential problem with the hard drive. Run the hard drive test. See https://support.hp.com/emea_africa-en/document/c01443371 for more information. BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed successfully. No further action is required. BIOS Application BIOS Application Error 501 The BIOS installation might have become corrupted. Download the latest version of the BIOS and install it. See 4. Update BIOS and drivers on page 59 for more information. If reinstalling the BIOS fails, contact support for further assistance. CMOS Recovery CMOS Recovery 502 Occurred This message indicates that CMOS recovery was completed successfully. No further action is required. Battery Check Primary Battery 601 Replace This code indicates that the primary battery has very low capacity. 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 602 Replace This indicates that the secondary battery has very low capacity. 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. Wireless Module Not installed or 701 Reseat the wireless LAN adapter module, if your notebook supports it. responding Because seating or reseating a wireless LAN adapter is unique to each computer model. 116 Chapter 7 Troubleshooting guide Table 7-55 POST error messages and user actions to address the error (continued) Test description Failure descriptions Error code Possible user actions Fan Fan not operating 90B 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. See https://support.hp.com/us-en/document/c01684768 for details. If the system fan continues to malfunction, contact support. Routine maintenance for performance improvement The table presents a summary of the suggested times for performing the routine maintenance tasks that are described in this document. Table 7-56 Routine maintenance tasks to improve performance Tasks Weekly Monthly Occasionally Perform a system tune up. X Run Windows Update. X Scan for and remove viruses. X Scan for and remove spyware and adware. X Empty the Recycle Bin. X Delete temporary Internet files. X Back up user files. X Create a restore point. X Defragment the hard drive. X Run Scan Disk. X Clean the exterior of the computer. X Close programs that are not being used. X Prevent programs from loading at startup. X Remove rear cover and clean fan blades and vents with compressed air. X Common blue screen error messages The following sections define blue screen error messages. Error message list For an example of a Bug Check Code Reference, use this image. For more information, see https://msdn.microsoft.com/en-us/library/windows/hardware/hh994433(v=vs.85).aspx. Routine maintenance for performance improvement 117 Note that the hexadecimal number following the word "STOP" is called the bug check code or Stop code. Bug check symbolic names Each bug check code also has an associated symbolic name. In the example, the screen shows https://msdn.microsoft.com/en-us/library/windows/hardware/ff559209(v=vs.85).aspx Microsoft general troubleshooting of Windows bug check codes Use this information to troubleshoot Windows bug 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. Be sure that any expansion board is properly seated and all cables are completely connected. Confirm that any new hardware that is installed is compatible with the installed version of Windows. If new device drivers or system services have been added recently, try removing or updating them. NOTE: Use safe mode when removing or disabling components. Safe mode loads only the minimum required drivers and system services during the Windows startup. To enter safe mode, restart your computer and press f8 at the menu that displays the operating system choices. At the resulting Windows Advanced Options menu, choose Safe Mode. Run a virus detection program. Viruses can infect all types of hard drives formatted for Windows, and resulting drive corruption can generate system bug check codes. Be sure that the virus detection program checks the Master Boot Record for infections. Verify that the system has the latest service pack installed. Disable BIOS memory options such as caching or shadowing. Check the System Log and Application Log in Event Viewer to see if any additional error messages have been logged recently. These might pinpoint the cause of the error. Use Windows Debugging Tool Debugging Tools for Windows are the primary tools used by Microsoft software developers to analyze and resolve errors that result in memory dumps. 118 Chapter 7 Troubleshooting guide 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. This is a Microsoft tool supported by Microsoft. Windows Software Development Kit (SDK) Use these steps to download and use the Windows SDK. 1. Download the SDK from the following link: https://dev.windows.com/en-US/downloads/windows-10-sdk 2. Set up the SDK in the configuration window (Windows 10 shown). Windows Software Development Kit (SDK) 119 3. Select features to install. 4. Run the SDK as an administrator. 5. 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. 120 Chapter 7 Troubleshooting guide Save the workspace. 6. Open the crash dump file. Windows Software Development Kit (SDK) 121 7. 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. 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 dark dots in 122 Chapter 7 Troubleshooting guide the viewable area. These cosmetic imperfections are common to all display panel types, not specifically HP products. All display panel defects should be examined at the highest possible resolution using both the brightest and darkest possible backgrounds, because some subpixel failures might not be readily visible under certain conditions. Type 1: Bright dot on a dark background = Always On Type 2: Dark dot on a bright background = Always Off 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. Source: http://support.hp.com/us-en/document/c00035844 Table 7-57 Electrical defect criteria Panel resolution Accept Reject Subpixel faults VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD N 2 Type 1 N 3 Type 1 WXGA+, SXGA+, HD+, SXGA+ N 2 Type 2 N 3 Type 1 N 4 Type 1 WSXGA+, UXGA, FHD, WUXGA N 3 Type 2 N 4 Type 1 N 5 Type 1 N 4 Type 2 QHD, QHD+, WQXGA, UD N 5 Type 1 N 6 Type 1 N 5 Type 2 Electrical defect clusters (defects within a 5x5 pixel block) Minimum distance between ANY allowable defects (unless otherwise specified) Cluster with 2 or more subpixels with subpixel faults Dim lines S 25 mm S < 25 mm Not allowed Not allowed Cross lines on/off Not allowed Horizontal lines on/off Vertical lines on/off Not allowed Not allowed NOTE: Examine all LCD panel defects at the highest possible resolution using both the brightest and darkest possible backgrounds, because some subpixel failures might not be readily visible under certain conditions. NOTE: Contact support for assistance if issues are not listed. Display issue: pixel anomalies 123 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. When possible, handle cables by the connector or pull-strap. Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced. Keep cables away from direct contact with major heat sources, such as the heat sink. (Some air flow guides have a cable guide that lets you route cables safely around the heat sink.) Do not jam cables on top of daughterboards or memory modules (DIMMs). Circuit cards and DIMMs are not designed to take excessive pressure. Keep cables clear of any movable or rotating parts (such as a fan) to prevent them from being cut or crimped when the component is lowered into its normal position. In all cases, avoid bending or twisting the cables. Do not bend any cable sharply. A sharp bend can break the internal wires. Do not rely on components like the keyboard or service door to push cables down internally. Always position the cables to lie properly by themselves or in the cable guides and chassis areas designed for cable routing. IMPORTANT: Always release connector latch before removing the cable. Otherwise, pulling the cable could damage the cable pins and result in a failed device. Connector types There are several types of connectors on the system board with different requirements for cable removal or insertion. IMPORTANT: Do not touch connector pins and connector gold fingers directly with bare hands. Flex cable Use this information to properly use flex cables. When connecting flex cables to a ZIF connector, rotate the latch to 90°, push the cable completely, evenly into the connector, and then close the latch. When removing flex cables from a ZIF connector on the system board, you must release the latch before removing the cable. Always follow these steps: 1. Flip the connector latch 90° to release the cable. 2. Grasp the cable end of the connector and pull it straight out. IMPORTANT: Always release connector latch before removing the cable. Otherwise, pulling the cable could damage the cable pins and result in a failed device. 124 Chapter 7 Troubleshooting guide 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. Insert procedure: 1. Slide connector evenly into receptacle on same horizontal plane as PCB connector. 2. Pull lock bar to insert and push both side connector horizontally to firmly lock. 3. Tape down lock bar over the panel to hold in position. Reverse the previous procedure to remove the connector: 1. Remove tape. 2. Pull up bar (pull tape) and release the lock with the PCB connector. 3. Pull to the direction in parallel with PCB to withdraw the connector. Horizontal cable insertion 125 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. Do not pull on the cable to remove. Press evenly when reseating, reconnecting, or installing the connector. For more information about cable management, see Cable management on page 124. 126 Chapter 7 Troubleshooting guide 8 Using Setup Utility (BIOS) Setup Utility, or Basic Input/Output System (BIOS), controls communication between all the input and output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Setup Utility (BIOS) includes settings for the types of devices installed, the startup sequence of the computer, and the amount of system and extended memory. NOTE: To start Setup Utility on convertible computers, your computer must be in notebook mode and you must use the keyboard attached to your notebook. Starting Setup Utility (BIOS) You have several ways to access the Setup Utility (BIOS). IMPORTANT: Use extreme care when making changes in Setup Utility (BIOS). Errors can prevent the computer from operating properly. Turn on or restart the computer and quickly press f10. or Turn on or restart the computer, quickly press esc, and then press f10 when the Start menu is displayed. Updating Setup Utility (BIOS) Updated versions of Setup Utility (BIOS) might 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. Determining the BIOS version To decide whether you need to update Setup Utility (BIOS), first determine the BIOS version on your computer. To reveal the BIOS version information (also known as ROM date and System BIOS), use one of these options. HP Support Assistant 1. Type support in the taskbar search box, and then select the HP Support Assistant app. or Select the question mark icon in the taskbar. 2. Select My notebook, and then select Specifications. Setup Utility (BIOS) 1. Start Setup Utility (BIOS) (see Starting Setup Utility (BIOS) on page 127). 2. Select Main, and then make note of the BIOS version. 3. Select Exit, select one of the options, and then follow the on-screen instructions. Using Setup Utility (BIOS) 127 In Windows, press ctrl+alt+s. To check for later BIOS versions, see Preparing for a BIOS update on page 128. Preparing for a BIOS update Be sure to follow all prerequisites before downloading and installing a BIOS update. IMPORTANT: To reduce the risk of damage to the computer or an unsuccessful installation, download and install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do not download or install a BIOS update while the computer is running on battery power, docked in an optional docking device, or connected to an optional power source. During the download and installation, follow these instructions: Do not disconnect power from the computer by unplugging the power cord from the AC outlet. Do not shut down the computer or initiate Sleep. Do not insert, remove, connect, or disconnect any device, cable, or cord. NOTE: If your computer is connected to a network, consult the network administrator before installing any software updates, especially system BIOS updates. Downloading a BIOS update After you review the prerequisites, you can check for and download BIOS updates. 1. Type support in the taskbar search box, and then select the HP Support Assistant app. or Select the question mark icon in the taskbar. 2. Select Updates, and then select Check for updates and messages. 3. Follow the on-screen instructions. 4. At the download area, follow these steps: a. Identify the most recent BIOS update and compare it to the BIOS version currently installed on your computer. If the update is more recent than your BIOS version, make a note of the date, name, or other identifier. You might need this information to locate the update later, after it has been downloaded to your hard drive. b. Follow the on-screen instructions to download your selection to the hard drive. Make a note of the path to the location on your hard drive where the BIOS update is downloaded. You will need to access this path when you are ready to install the update. Installing a BIOS update BIOS installation procedures vary. Follow any instructions that appear on the screen after the download is complete. If no instructions appear, follow these steps. 1. Type file in the taskbar search box, and then select File Explorer. 2. Select your hard drive designation. The hard drive designation is typically Local Disk (C:). 3. Using the hard drive path you recorded earlier, open the folder that contains the update. 128 Chapter 8 Using Setup Utility (BIOS) 4. Double-click the file that has an .exe extension (for example, filename.exe). The BIOS installation begins. 5. Complete the installation by following the on-screen instructions. NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file from your hard drive. Installing a BIOS update 129 9 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. IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least 70% charged before you start the recovery process. IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before beginning any recovery process. Backing up information and creating recovery media These methods of creating recovery media and backups are available on select products only. Using Windows tools for backing up HP recommends that you back up your information immediately after initial setup. You can do this task either using Windows Backup locally with an external USB drive or using online tools. IMPORTANT: Windows is the only option that allows you to back up your personal information. Schedule regular backups to avoid information loss. NOTE: If computer storage is 32 GB or less, Microsoft® System Restore is disabled by default. Using the HP Cloud Recovery Download Tool to create recovery media (select products only) You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. For details: Go to http://www.hp.com, search for HP Cloud Recovery, and then select the result that matches the type of computer that you have. NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. IMPORTANT: HP recommends that you follow the Restoring and recovery methods on page 131 to restore your computer before you obtain and use the HP recovery discs. Using a recent backup can return your machine to a working state sooner than using the HP recovery discs. After the system is restored, reinstalling all the operating system software released since your initial purchase can be a lengthy process. Restoring and recovering your system You have several tools available to recover your system both within and outside of Windows if the desktop cannot load. 130 Chapter 9 Backing up, restoring, and recovering HP recommends that you attempt to restore your system using the Restoring and recovery methods on page 131. Creating a system restore System Restore is available in Windows. The System Restore software can automatically or manually create restore points, or snapshots, of the system files and settings on the computer at a particular point. When you use System Restore, it returns your computer to its state at the time you made the restore point. Your personal files and documents should not be affected. Restoring and recovery methods After you run the first method, test to see whether the issue still exists before you proceed to the next method, which might now be unnecessary. 1. Run a Microsoft System Restore. 2. Run Reset this PC. NOTE: The options Remove everything and then Fully clean the drive can take several hours to complete and leave no information on your computer. It is the safest way to reset your computer before you recycle it. 3. Recover using HP Recovery media. For more information, see Recovering using HP Recovery media on page 131. For more information about the first two methods, see the Get Help app: Select the Start button, select the Get Help app, and then enter the task you want to perform. NOTE: You must be connected to the internet to access the Get Help app. Recovering using HP Recovery media You can use HP Recovery media to recover the original operating system and software programs that were installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud Recovery Download Tool. For details, see Using the HP Cloud Recovery Download Tool to create recovery media (select products only) on page 130. NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. To recover your system: Insert the HP Recovery media, and then restart the computer. NOTE: HP recommends that you follow the Restoring and recovery methods on page 131 to restore your computer before you obtain and use the HP recovery discs. Using a recent backup can return your machine to a working state sooner than using the HP recovery discs. After the system is restored, reinstalling all the operating system software released since your initial purchase can be a lengthy process. Creating a system restore 131 Changing the computer boot order If your computer does not restart using the HP Recovery media, you can change the computer boot order, 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. IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before beginning these steps. To change the boot order: 1. Insert the HP Recovery media. 2. Access the system Startup menu. For computers or tablets with keyboards attached, turn on or restart the computer or tablet, quickly press esc, and then press f9 for boot options. For tablets without keyboards, turn on or restart the tablet, quickly press and hold the volume up button, and then select f9. or Turn on or restart the tablet, quickly press and hold the volume down button, and then select f9. 3. Select the optical drive or USB flash drive from which you want to boot, and then follow the on-screen instructions. Using HP Sure Recover (select products only) Select computer models are configured with HP Sure Recover, a PC operating system (OS) recovery solution built into the hardware and software. HP Sure Recover can fully restore the HP OS image without installed recovery software. Using HP Sure Recover, an administrator or user can restore the system and install: Latest version of the operating system Platform-specific device drivers Software applications, in the case of a custom image To access the latest documentation for HP Sure Recover, go to http://www.hp.com/support. Follow the on-screen instructions to find your product and locate your documentation. 132 Chapter 9 Backing up, restoring, and recovering 10 Using HP PC Hardware Diagnostics You can use the HP PC Hardware Diagnostics utility to determine whether your computer hardware is running properly. The three versions are HP PC Hardware Diagnostics Windows, HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface), and (for select products only) Remote HP PC Hardware Diagnostics UEFI, a firmware feature. Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store You can download the HP PC Hardware Diagnostics Windows from the Microsoft Store. 1. Select the Microsoft Store app on your desktop or enter Microsoft Store in the taskbar search box. 2. Enter HP PC Hardware Diagnostics Windows in the Microsoft Store search box. 3. Follow the on-screen directions. The tool downloads to the selected location. Customizing Remote HP PC Hardware Diagnostics UEFI settings Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform several customizations. Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in interactive mode by selecting Execute Remote HP PC Hardware Diagnostics. 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. Set a location for storing the test results. You can also set the user name and password that you use for uploads. Display status information about the diagnostics run previously. To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: 1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup. 2. Select Advanced, and then select Settings. 3. Make your customization selections. 4. Select Main, and then Save Changes and Exit to save your settings. Your changes take effect when the computer restarts. Using HP PC Hardware Diagnostics 133 11 Specifications This chapter provides specifications for your computer. 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 U.S. Dimensions Width Depth Height (front to back) 385 mm 258 mm 23 mm 15.18 in 10.15 in 0.89 in Weight Input power Operating voltage and current 2.09 kg 19.5 V dc @ 2.31 A 45 W 4.61 lb 19.5 V dc @ 3.33 A 65 W 19.5 V dc @ 4.62 A 90 W 19.5 V dc @ 7.70 A 150 W Temperature Operating Nonoperating 19.5 V dc @ 10.3 A 200 W 5°C to 35°C 20°C to 60°C 41°F to 95°F 4°F to 140°F Relative humidity (noncondensing) Operating Nonoperating 10% to 90% 5% to 95% Maximum altitude (unpressurized) Operating 15 m to 3,048 m 50 ft to 10,000 ft Nonoperating 15 m to 12,192 m 50 ft to 40,000 ft NOTE: Applicable product safety standards specify thermal limits for plastic surfaces. The device operates well within this range of temperatures. 39.6 cm (15.6 in) display specifications This section provides specifications for your display. 134 Chapter 11 Specifications Table 11-2 Display specifications Active diagonal size Resolution Surface treatment Brightness Viewing angle Backlight Display panel interface Metric U.S. 39.6 cm 15.6 in 1920 × 1080 (FHD) 3840 × 2160 (UHD) Antiglare (FHD, UHD panels) Brightview (OLED panel) 250 nits (FHD, 45% NTSC panel) 300 nits (FHD, 72% NTSC/100% sRGB panels) 400 nits (UHD panel) UWVA WLED AMOLED eDP Hard drive specifications This section provides specifications for your hard drives. Table 11-3 Hard drive specifications 500 GB* 750 GB* Dimensions Height Width Weight 9.5 mm 70 mm 107 g max 9.5 mm 70 mm 102 g max Interface type SATA SATA Transfer rate Security Seek times (typical read, including setting) Single track Average Maximum 300 MB/s ATA security 1.5 ms 12.0 ms 22.0 ms 300 MB/s ATA security 1.1 ms 12.0 ms 21.0 ms Logical blocks 976,752,240 1,465,149,168 Disk rotational speed 5400 rpm 5400 rpm Operating temperature 0°C to 60°C (0°F to 140°F) 0°C to 60°C (0°F to 140°F) *Size refers to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications can differ slightly. NOTE: Certain restrictions and exclusions apply. Contact support for details. Hard drive specifications 135 Solid-state drive specifications This section provides specifications for your solid-state drives. Table 11-4 Solid-state drive specifications 256 GB* 512 GB* Dimensions Height Length Width 1.0 mm 50.8 mm 28.9 mm 1.0 mm 50.8 mm 28.9 mm Weight Interface type Ready time, maximum (to not busy) Access times, logical < 10 g PCIe 1.0 ms 0.1 ms < 10 g PCIe < 1.0 ms 0.1 ms Transfer rate Sequential read Random read Sequential write up to 2150 MB/s Up to 300,000 IOPs up to 1550 MB/s up to 2150 MB/s Up to 300,000 IOPs up to 1550 MB/s Random write Total logical sectors Operating temperature Up to 100,000 IOPs Up to 100,000 IOPs 468,883,296 1,000,215,216 0°C to 70°C (32°F to 158°F) 1 TB* 1.0 mm 50.8 mm 28.9 mm < 10 g PCIe 1.0 ms 0.1 ms up to 2150 MB/s Up to 300,000 IOPs up to 1550 MB/s Up to 100,000 IOPs 1,500,336,388 *1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications may differ slightly. NOTE: Certain restrictions and exclusions apply. Contact support for details. Solid-state drive specifications (SATA-3) This section provides specifications for your solid-state drive. Table 11-5 Solid-state drive specifications Dimensions Height Weight Interface type Ready time, maximum (to not busy) Access times, logical Transfer rate 128 GB* 1.35 mm < 10 g SATA-3 1.0 ms 0.1 ms up to 540 MB/s 136 Chapter 11 Specifications Table 11-5 Solid-state drive specifications (continued) Total logical sectors Operating temperature 128 GB* 234,441,648 0°C to 70°C (32°F to 158°F) *1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications can differ slightly. NOTE: Certain restrictions and exclusions apply. Contact support for details. Solid-state drive specifications (SATA-3) 137 12 Statement of memory volatility For general information regarding nonvolatile memory in HP business computers, and to restore nonvolatile memory that can contain personal data after the system has been turned off and the hard drive has been removed, use these instructions. HP business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory. The amount of nonvolatile memory present in the system depends upon the system configuration. Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, with the following assumptions: No subsequent modifications were made to the system. 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. Use the following steps to remove personal data from the computer, including the nonvolatile memory found in Intel-based and AMD-based system boards. NOTE: If your tablet has a keyboard base, connect to the keyboard base before beginning steps in this chapter. Current BIOS steps Use these instructions to restore nonvolatile memory. 1. Follow these steps to restore the nonvolatile memory that can contain personal data. Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary nor recommended. a. Turn on or restart the computer, and then quickly press esc. NOTE: If the system has a BIOS administrator password, type the password at the prompt. b. Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults. The computer restarts. c. During the restart, press esc while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen. NOTE: If the system has a BIOS administrator password, type the password at the prompt. d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select Yes to restore security level defaults. The computer reboots. e. During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen. NOTE: If the system has a BIOS administrator password, type the password at the prompt. 138 Chapter 12 Statement of memory volatility f. 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. g. 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, and then clear the check box for DriveLock password on restart. Select OK to proceed. h. Select the Main menu, and then select Reset BIOS Security to factory default. Select Yes at the warning message. The computer reboots. i. During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen. NOTE: If the system has a BIOS administrator password, type the password at the prompt. j. Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit, and then select Shutdown. k. Reboot the system. If the system has a Trusted Platform Module (TPM), fingerprint reader, or both, one or two prompts will appear--one to clear the TPM and the other to Reset Fingerprint Sensor. Press or tap f1 to accept or f2 to reject. l. Remove all power and system batteries for at least 24 hours. 2. Complete one of the following: Remove and retain the storage drive. or Clear the drive contents by using a third-party utility designed to erase data from an SSD. or Clear the contents of the drive by using the following BIOS Setup Secure Erase command option steps: NOTE: If you clear data using Secure Erase, you cannot recover it. a. Turn on or restart the computer, and then quickly press esc. b. Select the Security menu and scroll down to the esc menu. c. Select Hard Drive Utilities. d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and then follow the on-screen instructions to continue. or Clear the contents of the drive using the following Disk Sanitizer commands steps: i. Turn on or restart the computer, and then quickly press esc. ii. Select the Security menu and scroll down to the Utilities menu. iii. Select Hard Drive Utilities. Current BIOS steps 139 iv. Under Utilities, select Disk Sanitizer, select the hard drive with the data that you want to clear, and then follow the on-screen instructions to continue. 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. Nonvolatile memory usage Use this table to troubleshooting nonvolatile memory usage. Table 12-1 Troubleshooting steps for nonvolatile memory usage Nonvolatile memory type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? What is the purpose of this memory? How is data entered into this memory? How is this memory write-protected? HP Sure Start flash (select models only) 8 MB No Yes Provides Data cannot be written to This memory is protected this device via the host protected by the HP backup of processor. The content is Sure Start Embedded critical managed solely by the Controller. System BIOS HP Sure Start Embedded code, EC Controller. firmware, and critical computer configuration data for select platforms that support HP Sure Start. For more information, see Using HP Sure Start (select products only) on page 144. Real Time Clock 256 bytes No Yes Stores system RTC battery backed-up This memory is not (RTC) battery date and time CMOS is programmed write-protected. backed-up CMOS and using Computer Setup configuration noncritical (BIOS), or by changing the memory data. Windows date & time. Controller (NIC) 64 KB (not No Yes Stores NIC NIC EEPROM is A utility must be EEPROM customer configuration programmed using a used to write data to accessible) and NIC utility from the NIC vendor this memory and is firmware. that can be run from DOS. available from the NIC vendor. Writing data to this ROM in an inappropriate manner will render the NIC nonfunctional. 140 Chapter 12 Statement of memory volatility Table 12-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile memory type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? What is the purpose of this memory? How is data entered into this memory? How is this memory write-protected? DIMM Serial 256 bytes per No Yes Stores DIMM SPD is programmed Data cannot be written Presence Detect memory memory by the memory vendor. to this memory when (SPD) module, 128 module the module is installed configuration bytes information. in a computer. data programmabl The specific write- e (not protection method customer varies by memory accessible) vendor. System BIOS 9 MB Yes Yes Stores system System BIOS code is NOTE: Writing data BIOS code and programmed at the to this ROM in an computer factory. Code is updated inappropriate manner configuration when the system BIOS can render the data. is updated. Configuration computer data and settings are nonfunctional. entered using the Computer Setup (BIOS) or A utility must be a custom utility. used for writing data to this memory and is available on the HP website; go to http://www.hp.com/ support. Select Find your product, and then follow the on-screen instructions. Intel 1.5 MB or 7 Yes Yes Stores Management Engine Code The Intel chipset is Management MB Management is programmed at the configured to enforce Engine Firmware Engine Code, factory. Code is updated hardware protection to (present only in Settings, via Intel secure firmware block all direct read- select Elite or Z Provisioning update utility. Unique write access to this models. For Data and iAMT Provisioning Data can be area. An Intel utility more third-party entered at the factory must be used for information, go data store. or by an administrator updating the firmware. to using the Management Only firmware updates http://www.hp.com/support. Select Engine (MEBx) setup digitally signed by Intel Identify your utility. The third-party can be applied using product for data store contents can this utility. manuals and be populated by a remote specific product management console or information, and local applications that then follow the have been registered by on-screen an administrator to have instructions.) access to the space. Bluetooth flash 2 megabits No Yes Stores Bluetooth flash is A utility must be used (select products Bluetooth programmed at the for writing data to this only) configuration factory. Tools for writing memory and is made and firmware. data to this memory are available through not publicly available but newer versions of can be obtained from the the driver whenever silicon vendor. the flash requires an upgrade. Nonvolatile memory usage 141 Table 12-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile memory type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? What is the purpose of this memory? How is data entered into this memory? How is this memory write-protected? 802.11 WLAN 4 kilobits to 8 No Yes Stores 802.11 WLAN EEPROM A utility must be used EEPROM kilobits configuration is programmed at the for writing data to and factory. Tools for writing this memory and is calibration data to this memory are typically not made data. not made public. available to the public unless a firmware upgrade is necessary to address a unique issue. Camera (select 64 kilobits No Yes Stores Camera memory is A utility must be used products only) camera programmed using a for writing data to configuration utility from the device this memory and is and firmware. manufacturer that can be typically not made run from Windows. available to the public unless a firmware upgrade is necessary to address a unique issue. Fingerprint 512 KB flash Yes Yes Stores Fingerprint reader Only a digitally signed reader (select fingerprint memory is programmed application can make products only) templates. by user enrollment in the call to write to the HP ProtectTools Security flash. Manager. Questions and answers Use this section to answer your questions about nonvolatile memory. 1. How can the BIOS settings be restored (returned to factory settings)? IMPORTANT: The restore defaults feature does not securely erase any information on your hard drive. See question and answer 6 for steps to securely erase information. The restore defaults feature does not reset the Custom Secure Boot keys. See question and answer 7 for information about resetting the keys. a. Turn on or restart the computer, and then quickly press esc. b. Select Main, and then select Apply Factory Defaults and Exit. c. Follow the on-screen instructions. d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions. 2. What is a UEFI BIOS, and how is it different from a legacy BIOS? The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface between the platform firmware and an operating system (OS). It replaces the older BIOS architecture but supports much of the legacy BIOS functionality. 142 Chapter 12 Statement of memory volatility Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and configuration settings and to change the configuration of your computer before an OS is loaded. BIOS provides a secure runtime environment that supports a Graphic User Interface (GUI). In this environment, you can use either a pointing device (touch screen, touchpad, pointing stick, or USB mouse) or the keyboard to navigate and make menu and configuration selections. The UEFI BIOS also contains basic system diagnostics. The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to initialize the computer's hardware before loading and executing the OS; the runtime environment allows the loading and execution of software programs from storage devices to provide more functionality, such as advanced hardware diagnostics (with the ability to display more detailed system information) and advanced firmware management and recovery software. 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. 3. Where is the UEFI BIOS located? The UEFI BIOS is located on a flash memory chip. You must use a utility to write to the chip. 4. What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory module? How would this data be written? The DIMM SPD memory contains information about the memory module, such as size, serial number, data width, speed and timing, voltage, and thermal information. This information is written by the module manufacturer and stored on an EEPROM. You cannot write to this EEPROM when the memory module is installed in a computer. Third-party tools do exist that can write to the EEPROM when the memory module is not installed in a computer. Various third-party tools are available to read SPD memory. 5. What is meant by "Restore the nonvolatile memory found in Intel-based system boards"? This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains computer configuration data. 6. How can the BIOS security be reset to factory defaults and erase the data? IMPORTANT: Resetting results in the loss of information. These steps do not reset Custom Secure Boot Keys. See question and answer 7 for information about resetting the keys. a. Turn on or restart the computer, and then quickly press esc. b. Select Main, and then select Reset Security to Factory Defaults. c. Follow the on-screen instructions. d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions. 7. How can the Custom Secure Boot Keys be reset? Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled Secure Boot and created Custom Secure Boot Keys, disabling Secure Boot does not clear the keys. You must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure that you used to create the Custom Secure Boot Keys, but select to clear or delete all Secure Boot Keys. a. Turn on or restart the computer, and then quickly press esc. Questions and answers 143 b. Select the Security menu, select Secure Boot Configuration, and then follow the on-screen instructions. c. At the Secure Boot Configuration window, select Secure Boot, select Clear Secure Boot Keys, and then follow the on-screen instructions to continue. Using HP Sure Start (select products only) Select computer models are configured with HP Sure Start, a technology that continuously monitors your computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start restores the 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. Advanced users can customize the default configuration. To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. 144 Chapter 12 Statement of memory volatility 13 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. Power cord sets for use in other countries or regions must meet the requirements of the country and region where the computer is used. Requirements for all countries These power cord requirements are applicable to all countries and regions. The length of the power cord set must be at least 1.0 m (3.3 ft) and no more than 2.0 m (6.5 ft). All power cord sets must be approved by an acceptable accredited agency responsible for evaluation in the country or region where the power cord set will be used. The power cord sets must have a minimum current capacity of 10 A and a nominal voltage rating of 125 V ac or 250 V ac, as required by the power system of each country or region. The appliance coupler must meet the mechanical configuration of an EN 60 320/IEC 320 Standard Sheet C13 connector for mating with the appliance inlet on the back of the computer. Requirements for specific countries and regions To determine power cord requirements for specific countries and regions, use this table. Table 13-1 Power cord requirements for specific countries and regions Country/region Accredited agency Applicable note number Argentina IRAM 1 Australia SAA 1 Austria OVE 1 Belgium CEBEC 1 Brazil ABNT 1 Canada CSA 2 Chile IMQ 1 Denmark DEMKO 1 Finland FIMKO 1 France UTE 1 Germany VDE 1 Power cord set requirements 145 Table 13-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number India BIS 1 Israel SII 1 Italy IMQ 1 Japan JIS 3 Netherlands KEMA 1 New Zealand SANZ 1 Norway NEMKO 1 People's Republic of China CCC 4 Saudi Arabia SASO 7 Singapore PSB 1 South Africa SABS 1 South Korea KTL 5 Sweden SEMKO 1 Switzerland SEV 1 Taiwan BSMI 6 Thailand TISI 1 United Kingdom ASTA 1 United States UL 2 1. The flexible cord must be Type HO5VV-F, three-conductor, 0.75 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. 2. The flexible cord must be Type SVT/SJT or equivalent, No. 18 AWG, three-conductor. The wall plug must be a two-pole grounding type with a NEMA 5-15P (15 A, 125 V ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on each element. 3. The appliance coupler, flexible cord, and wall plug must bear a T mark and registration number in accordance with the Japanese Dentori Law. The flexible cord must be Type VCTF, three-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a two-pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration. 4. The flexible cord must be Type RVV, three-conductor, 0.75 mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the CCC certification mark. 5. The flexible cord must be Type H05VV-F three-conductor, 0.75 mm² conductor size. KTL logo and individual approval number must be on each element. Approval number and logo must be printed on a flag label. 6. The flexible cord must be Type HVCTF three-conductor, 1.25 mm² conductor size. Power cord set fittings (appliance coupler, cable, and wall plug) must bear the BSMI certification mark. 7. 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 or 1.00 mm² conductor size, with plug BS 1363/A with BSI or ASTA marks. 146 Chapter 13 Power cord set requirements 14 Recycling When a nonrechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the battery in general household waste. 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. Recycling 147 Index A AC adapters, spare part numbers 17 audio-out (headphone)/audio-in (microphone) combo jack, identifying 5 audio, product description 2 B backup, creating 130 backups 130 battery illustrated 14 spare part number 14 battery light 6 BIOS determining version 127 downloading an update 128 starting the Setup Utility 127 updating 127 boot order, changing 132 bottom cover removal 25 spare part number 25 buttons power 10 C camera 8 identifying 8 camera light, identifying 8 camera privacy cover, identifying 8 cautions electrostatic discharge 20, 21 components bottom 9 display 7 left side 7 rear 6 right side 5 computer major components 11 computer specifications 134 connector, power 6 D display specifications 134 display assembly subcomponents 14 display back cover illustrated 14 spare part number 14 display bezel illustrated 14 spare part number 14 display cable illustrated 14 spare part number 14 display components 7 display panel illustrated 14 product description 1 spare part number 14 DisplayPort, identifying USB TypeC6 E electrostatic discharge (ESD) 20, 21 preventing damage 20-22 F fan removal 35 spare part number 35 fingerprint reader board removal 40 spare part numbers 40 fingerprint reader, identifying 10 G graphics, product description 1 grounding methods 20, 21, 23 guidelines packaging 20, 24 transporting 20, 24 workstation 20, 21 H hard drive product description 2 spare part number 16 specifications 134, 135 HDMI port, identifying 6 heat sink illustrated 14 removal 36 spare part number 14 spare part numbers 36 hinge illustrated 14 spare part number 14 hinge cover illustrated 14 spare part number 14 HP PC Hardware Diagnostics Windows downloading 133 HP Recovery media recovery 131 HP Sure Recover 132 HP Sure Start 138, 144 I illustrated parts catalog 11 internal microphones, identifying 8 J jacks audio-out (headphone)/audio-in (microphone) combo 5 network 7 RJ-45 (network) 7 K keyboard product description 3 keyboard with top cover spare part numbers 53 L left side components 7 lights AC adapter and battery 6 battery 6 camera 8 RJ-45 (network) 7 148 Index M memory nonvolatile 138 volatile 138 memory module product description 1 memory modules removal 28 spare part numbers 28 microphone product description 2 model name 1 N network jack, identifying 7 NFC module removal 41 spare part numbers 41 nonvolatile memory 138 O operating system, product description 4 optical drive product description 2 P packaging guidelines 20, 24 pointing device, product description 3 ports HDMI 6 product description 2 USB SuperSpeed 6, 7 USB SuperSpeed port with HP Sleep and Charge 6 USB Type-C SuperSpeed 6 power button, identifying 10 power connector identifying 6 power cord requirements for all countries 145 requirements for specific countries and regions 145 set requirements 145 power cords, spare part numbers 17 power requirements, product description 3 primary storage product description 2 processor product description 1 product description audio 2 display panel 1 graphics 1 hard drive 2 keyboard 3 memory module 1 microphone 2 operating system 4 optical drive 2 pointing device 3 ports 2 power requirements 3 primary storage 2 processors 1 product name 1 RJ-45 (network) jack 2 security 3 sensors 3 serviceability 4 solid-state drive 2 video 2 wireless 2 product name 1 R recovery 130 discs 131 media 131 USB flash drive 131 recovery media 130 creating using HP Cloud Recovery Download Tool 130 creating using Windows tools 130 Remote HP PC Hardware Diagnostics UEFI settings customizing 133 removal and replacement procedures 25, 35 solid-state drive 33 removing personal data from volatile system memory 138 restoring 130 restoring and recovery methods 131 right side components 5 RJ-45 (network) jack, identifying 7 RJ-45 (network) jack, product description 2 RJ-45 (network) lights, identifying 7 S Screw Kit, spare part number 17 security cable slot, identifying 7 security, product description 3 sensors, product description 3 serviceability, product description 4 slots security cable 7 solid-state drive illustrated 14 product description 2 removal and replacement 33 spare part number 14 spare part numbers 16 specifications 136 spare part country codes 53 speaker removal 38 spare part numbers 38 speakers, identifying 10 specifications computer 134 display 134 hard drive 134, 135 solid-state drive 136 static electricity 20-22 system board illustrated 13 removal 44 spare part number 13 spare part numbers 44 system memory, removing personal data from volatile 138 system restore 131 system restore point, creating 130 T top cover/keyboard illustrated 12 spare part number 12 touchpad illustrated 13 removal 42 spare part number 13 spare part numbers 42 transporting guidelines 20, 24 U USB board removal 39 spare part numbers 39 Index 149 USB SuperSpeed port with HP Sleep and Charge, identifying 6 USB SuperSpeed port, identifying 6 USB SuperSpeed powered port, identifying 7 USB Type-C SuperSpeed port, identifying 6 V vents, identifying 7, 9 video, product description 2 W Windows backup 130 recovery media 130 system restore point 130 Windows tools, using 130 wireless antennas illustrated 14 spare part number 14 wireless antennas, identifying 8 wireless, product description 2 WLAN antennas, identifying 8 WLAN module removal 29 spare part numbers 29 workstation guidelines 20, 21 WWAN antennas, identifying 8 WWAN module removal 31 spare part numbers 31 150 IndexAntenna House PDF Output Library 7.2.1732