HP Manual

HP ZBook 17 G5 Mobile Workstation
Maintenance and Service Guide

© Copyright 2019 HP Development Company, Product notice Software terms
L.P.
This user guide describes features that are By installing, copying, downloading, or otherwise
AMD and AMD Radeon are trademarks of common to most models. Some features may using any software product preinstalled on this
Advanced Micro Devices, Inc. Bluetooth is a not be available on your computer. computer, you agree to be bound by the terms
trademark owned by its proprietor and used by of the HP End User License Agreement (EULA). If
HP Inc. under license. Intel Core, Intel, Intel Xeon, Not all features are available in all editions of you do not accept these license terms, your sole
Intel vPro, and Thunderbolt are trademarks of Windows. This computer may require upgraded remedy is to return the entire unused product
Intel Corporation in the U.S. and other countries. and/or separately purchased hardware, drivers (hardware and software) within 14 days for a full
Microsoft and Windows are trademarks of the and/or software to take full advantage of refund subject to the refund policy of your seller.
Microsoft group of companies. NVIDIA is a Windows functionality. Go to
trademark and/or registered trademark of http://www.microsoft.com for details. For any further information or to request a full
NVIDIA Corporation in the U.S. and other refund of the price of the computer, please
countries. contact your seller.
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.
Second Edition: February 2019
First Edition: May 2018
Document Part Number: L21785-002

Important Notice about Customer Self-Repair Parts
CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an
authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair
parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for Authorized
Service Provider only parts," can damage the computer or void your warranty.
iii
iv Important Notice about Customer Self-Repair Parts
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the
device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not
allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or
clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as pillows
or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible surface
temperature limits defined by the International Standard for Safety of Information Technology Equipment (IEC
60950-1).
v
vi Safety warning notice
Table of contents
1 Product description .................................................................................................................................................................................. 1
2 Components .............................................................................................................................................................................................. 9
Locating hardware .................................................................................................................................................................... 9
Locating software ..................................................................................................................................................................... 9
Right ......................................................................................................................................................................................... 10
Left ........................................................................................................................................................................................... 12
Display ...................................................................................................................................................................................... 13
Keyboard area ........................................................................................................................................................................ 14
TouchPad ............................................................................................................................................................ 14
Lights ................................................................................................................................................................... 16
Buttons, speakers, and fingerprint reader .................................................................................................... 18
Special keys ........................................................................................................................................................ 19
Action keys ......................................................................................................................................................... 20
Hot keys (select products only) ....................................................................................................................... 22
Bottom ..................................................................................................................................................................................... 23
Cover ........................................................................................................................................................................................ 24
Rear .......................................................................................................................................................................................... 25
Labels ....................................................................................................................................................................................... 26
3 Illustrated parts catalog ........................................................................................................................................................................ 27

Computer major components .............................................................................................................................................. 27
Display assembly subcomponents ..................................................................................................................................... 32
Miscellaneous parts ............................................................................................................................................................... 34
4 Removal and replacement procedures preliminary requirements ................................................................................................ 35

Tools required ......................................................................................................................................................................... 35
Service considerations .......................................................................................................................................................... 35
Plastic parts ........................................................................................................................................................ 35
Cables and connectors ..................................................................................................................................... 36
Drive handling .................................................................................................................................................... 36
Grounding guidelines ............................................................................................................................................................. 37
Electrostatic discharge damage ...................................................................................................................... 37
Packaging and transporting guidelines ..................................................................................... 38
Workstation guidelines ................................................................................................................ 38
Equipment guidelines .................................................................................................................. 39
vii
5 Removal and replacement procedures for Customer Self-Repair parts ....................................................................................... 40
Component replacement procedures ................................................................................................................................. 40
Service door ........................................................................................................................................................ 40
Battery ................................................................................................................................................................. 42
Hard drive (HDD) ................................................................................................................................................ 43
Solid-state drive (SSD) ...................................................................................................................................... 45
ODD ...................................................................................................................................................................... 47
Memory modules .............................................................................................................................................. 50
SIM card ............................................................................................................................................................... 52
WWAN module ................................................................................................................................................... 53
Keyboard ............................................................................................................................................................. 55
6 Removal and replacement procedures for Authorized Service Provider parts ............................................................................ 59
Component replacement procedures ................................................................................................................................. 59
Middle cover ....................................................................................................................................................... 60
Fingerprint reader assembly ........................................................................................................................... 62
Smart card board ............................................................................................................................................... 64
NFC module ........................................................................................................................................................ 66
TouchPad click board ........................................................................................................................................ 67
Fans ..................................................................................................................................................................... 69
System board ..................................................................................................................................................... 71
Heat sink ............................................................................................................................................................. 73
Discrete MXM daughter card ........................................................................................................................... 76
Speaker ............................................................................................................................................................... 78
Power button board .......................................................................................................................................... 80
RTC battery ......................................................................................................................................................... 82
Solid-state drive (SSD) ...................................................................................................................................... 83
Memory modules .............................................................................................................................................. 85
Display assembly ............................................................................................................................................... 88
Display assembly components ....................................................................................................................... 90
Top cover ............................................................................................................................................................. 98
7 Troubleshooting guide .......................................................................................................................................................................... 99

Resources ............................................................................................................................................................................. 100
General troubleshooting steps .......................................................................................................................................... 100
Identify the issue ............................................................................................................................................. 100
1. Understand the issue ............................................................................................................ 101
Boot up sequence .................................................................................................. 101
Failure classification .............................................................................................. 101
2. Examine the environment .................................................................................................... 103
viii
3. Perform a visual inspection of hardware ........................................................................... 104
4. Update BIOS and drivers ....................................................................................................... 104
Manually updating BIOS and drivers ................................................................... 104
Remotely deploying BIOS and drivers ................................................................ 104
Analyze the issue ............................................................................................................................................ 104
5. Remove or uninstall recently added hardware, software ............................................... 104
6. HP Hardware Diagnostics and Tools ................................................................................... 105
HP PC Hardware Diagnostics (UEFI) .................................................................... 105
HP Support Assistant (HPSA) ............................................................................... 107
HP BIOS Configuration Utility (BCU) ..................................................................... 108
HP Image Diagnostic Tool ..................................................................................... 108
HP Thermal Monitor .............................................................................................. 108
Non HP diagnostics tools ...................................................................................... 108
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ..................................................................................................................................... 109
Status lights ............................................................................................................ 109
Blinking light codes ................................................................................................ 110
POST error messages ............................................................................................ 110
Power Good (Troubleshooting) lights ................................................................. 111
Resolve the issue ............................................................................................................................................ 112
8. Hard reset ................................................................................................................................ 112
9. Soft reset (Default Settings) ................................................................................................. 114
10. Reseat cables and connections ......................................................................................... 114
11. Test with minimum configuration ..................................................................................... 115
Essential hardware configuration ....................................................................... 115
Safe mode ............................................................................................................... 115
12. Test with verified working configuration (hardware and/or operating system) ........ 116
13. Replace the system board ................................................................................................. 116
Verify solution .................................................................................................................................................. 117
Helpful Hints ......................................................................................................................................................................... 117
At startup .......................................................................................................................................................... 117
During operation ............................................................................................................................................. 117
Consulting with HP Service ............................................................................................................................ 118
Common issues and possible solutions ........................................................................................................................... 119
Power-on issues .............................................................................................................................................. 119
No Power ..................................................................................................................................... 119
Intermittent power-on, shutdown, reboot ............................................................................. 121
AC adapter issue ......................................................................................................................... 121
Battery not recognized, not charging ..................................................................................... 122
Battery discharges too fast ....................................................................................................... 123
Burnt smell .................................................................................................................................. 124
ix
POST .................................................................................................................................................................. 125
No video (with power) ................................................................................................................ 125
Blinking lights .............................................................................................................................. 126
Diagnostics error messages ..................................................................................................... 126
BIOS password ............................................................................................................................ 128
Performance (OS) ............................................................................................................................................ 128
Intermittent shutdown .............................................................................................................. 129
Blue screen .................................................................................................................................. 130
Freeze at Windows Logo (hang/lockup) ................................................................................. 132
Electromagnetic Interference (EMI) ......................................................................................... 133
No wake up .................................................................................................................................. 134
Unresponsive .............................................................................................................................. 135
Slow performance ...................................................................................................................... 135
HP Smart Adapter warning message ...................................................................................... 136
Incorrect time and date ............................................................................................................. 136
Display .............................................................................................................................................................. 137
Display anomalies ...................................................................................................................... 137
Symptom ................................................................................................................. 137
Quick check ............................................................................................................. 138
HP PC Hardware Diagnostics (UEFI) for video test ........................................... 138
Display assembly diagram ................................................................................... 139
Dead pixel .................................................................................................................................... 139
No video (internal) ...................................................................................................................... 139
No video (external) ..................................................................................................................... 140
DisplayPort/VGA ......................................................................................................................... 140
HDMI ............................................................................................................................................. 140
No or bad external video via docking ...................................................................................... 141
Incorrect or missing color/distorted image ............................................................................ 141
Touch screen ............................................................................................................................... 142
I/O devices ........................................................................................................................................................ 143
Keyboard ...................................................................................................................................... 143
Keyboard point stick .................................................................................................................. 144
Keyboard backlight .................................................................................................................... 144
TouchPad ..................................................................................................................................... 145
Network Connectivity Ethernet (RJ-45 jack) .......................................................................... 145
Network connectivity wireless (WLAN) ................................................................................... 146
WWAN ........................................................................................................................................... 147
USB ............................................................................................................................................... 148
Smart card reader ...................................................................................................................... 149
Speaker, headphone - audio issues ........................................................................................ 150
Thunderbolt (TB) ......................................................................................................................... 151
x
Storage ............................................................................................................................................................. 152
Hard drive/solid-state drive not recognized .......................................................................... 153
No boot to operating system (no read/write error) .............................................................. 153
Read-write error ......................................................................................................................... 154
Slow performance ...................................................................................................................... 154
Blue screen (BSOD) error ........................................................................................................... 154
Noisy hard drive .......................................................................................................................... 155
Mechanical ........................................................................................................................................................ 156
Fan error message - 90B .......................................................................................................... 156
Noise (sound) .............................................................................................................................. 157
Fan runs constantly .................................................................................................................... 158
Thermal shutdown (hot) ........................................................................................................... 159
Stuck power button .................................................................................................................... 159
Additional information ........................................................................................................................................................ 160
Acronyms .......................................................................................................................................................... 160
Blinking lights and boot error codes ............................................................................................................ 161
Processor not executing code .................................................................................................. 161
BIOS recovery code unable to find valid BIOS recovery image ............................................ 161
Memory module error ................................................................................................................ 161
Graphics Controller Error (No Controller) ................................................................................ 162
Failure - System Board Error .................................................................................................... 162
Intel Trusted Execution Technology (TXT) Error ................................................................... 162
Sure Start unable to find valid BIOS Boot Block image ......................................................... 162
Sure Start has identified a problem (Manual Recovery Policy Set) .................................... 162
POST Error Messages and User Actions ...................................................................................................... 163
Routine Maintenance for Performance Improvement .............................................................................. 165
Common Blue Screen Error Messages ........................................................................................................ 165
Error message list ...................................................................................................................... 165
Bug check symbolic names ...................................................................................................... 165
Microsoft general troubleshooting of Windows bug check codes ...................................... 166
Use Windows Debugging Tool ...................................................................................................................... 166
Windows Software Development Kit (SDK) ............................................................................ 167
Display Issue: Pixel Anomalies ...................................................................................................................... 171
Cable management ........................................................................................................................................ 172
Connector types .............................................................................................................................................. 173
8 Computer Setup (BIOS), TPM, and HP Sure Start ............................................................................................................................ 176

Using Computer Setup ........................................................................................................................................................ 176
Starting Computer Setup ............................................................................................................................... 176
Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ............................. 176
Navigating and selecting in Computer Setup ............................................................................................. 176
xi
Restoring factory settings in Computer Setup ........................................................................................... 177
Updating the BIOS ........................................................................................................................................... 177
Determining the BIOS version .................................................................................................. 177
Downloading a BIOS update ..................................................................................................... 178
Changing the boot order using the f9 prompt ........................................................................................... 179
TPM BIOS settings (select products only) ........................................................................................................................ 179
Using HP Sure Start (select products only) ..................................................................................................................... 179
9 Backing up, restoring, and recovering .............................................................................................................................................. 180

Creating recovery media and backups ............................................................................................................................. 180
Using HP Recovery media (select products only) ...................................................................................... 180
Using Windows tools ...................................................................................................................................... 181
Using the HP Cloud Recovery Download Tool (select products only) ..................................................... 182
Restore and recovery .......................................................................................................................................................... 182
Recovering using HP Recovery Manager ..................................................................................................... 182
What you need to know before you get started ................................................................... 182
Using the HP Recovery partition (select products only) ....................................................... 183
Using HP Recovery media to recover ...................................................................................... 184
Changing the computer boot order ......................................................................................... 184
Removing the HP Recovery partition (select products only) ............................................... 184
10 Using HP PC Hardware Diagnostics (UEFI) ..................................................................................................................................... 185

Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ............................................................................. 185
11 Specifications ..................................................................................................................................................................................... 187

Computer specifications ..................................................................................................................................................... 187
43. 94 cm (17.3 in) display specifications ........................................................................................................................ 188
12 Power cord set requirements .......................................................................................................................................................... 189

Requirements for all countries .......................................................................................................................................... 189
Requirements for specific countries and regions ........................................................................................................... 189
13 Statement of memory volatility ...................................................................................................................................................... 191

Nonvolatile memory usage ................................................................................................................................................ 193
Questions and answers ...................................................................................................................................................... 195
Using HP Sure Start (select models only) ........................................................................................................................ 196
14 Recycling ............................................................................................................................................................................................. 197
Index ........................................................................................................................................................................................................... 198
xii
1 Product description
Category Description
Product Name HP ZBook 17 G5 Mobile Workstation
Processors 8th-generation Intel® Core™ quad-core processors:
Intel Core i7-8750H, with Intel UHD Graphics 630 (2.2 GHz base frequency, up to 4.1 GHz with Intel Turbo Boost
Technology, 9 MB cache, 6 cores)
Intel Core i5-8400H, vPro™ processor with Intel UHD Graphics 630 (2.5 GHz base frequency, up to 4.2 GHz with Intel
Turbo Boost Technology, 8 MB cache, 4 cores)
8th Generation Intel® XEON, hexa-core, BGA, processors:
Intel Xeon E-2176M vPro processor with Intel UHD Graphics P630 (2.7 GHz base frequency, up to 4.4 GHz with Intel
Xeon E-2186M vPro processor with Intel UHD Graphics P630 (2.9 GHz base frequency, up to 4.6 GHz with Intel
Chipset Integrated with processor
Cannon Lake PCH-H, CM 246
Graphics GT2 Integrated Graphics
Can be configured or used with hybrid when GPU configured
● For Core processors: Intel UHD graphics 630
● For Xeon processors: Intel UHD graphics P630
Supports:
● No Discrete Graphic
● Discrete only in BIOS
● NVIDIA® GC6 and GC OFF
● Hybrid (Switchable) Graphics
● NVIDIA Optimus Technology
● AMD™ Enduro Technology
● Open GL 4.5 / Open CL 1.2 / Vulkan 1.0
● DisplayPort 1.3 (supported through Thunderbolt 3 and mini-DP)
Total displays supported up to four discrete; or three UMA (through the optional docking station); supports:
● NVIDIA Mosaic Technology
● AMD Eyefinity
Discrete MXM daughter card:
1
● NVIDIA Quadro P1000, 4 GB GDDR5 (256 Mb x 32, 1.35 V, 8 Gbps, Qty 4) 128 bit FBW
● AMD Radeon™ Pro WX 4170, GL XT 4 GB GDDR5 (256 Mb x 32, 1.35 V, 8 Gbps, Qty 4) 128 bit FBW
Panel Supports privacy filter and narrow bezel
39.6 cm (17.3 in), display panel, LED backlight, 16:9 aspect ratio
High definition (HD) anti-glare (AG) LED SVA (1600×900), 220 nits, 60% CG, eDP, flat, no camera
HD, AG, LED SVA (1600×900), 220 nits, 60% CG, eDP, flat, with HD camera
HD, AG, LED SVA (1600×900), 220 nits, 60% CG, eDP, flat, with HD camera and IR camera
Full high definition FHD LED UWVA with ambient light sensor (1920×1080), AG, 300 nits, 72% CG, eDP, flat, without
camera
FHD LED UWVA with ambient light sensor (1920×1080), AG, 300 nits, 72% CG, eDP, flat, with HD camera
FHD LED UWVA with ambient light sensor (1920×1080), AG, 300 nits, 72% CG, eDP, flat, with HD camera and IR
camera
Ultra high definition (UHD) LED UWVA touch with ambient light sensor (3840 x 2160) 400 nits, 95% CG, eDP+PSR,
flat, with HD camera and IR camera, includes touch and direct bonding, not available with WWAN
UHD, LED UWVA touch with ambient light sensor (3840 x 2160) 400 nits, 95% CG, eDP+PSR, flat, with HD camera,
includes touch and direct bonding, not available with WWAN
UHD, LED AG, RG phosphors + B-LED, UWVA DreamColor — 10 bit (8+2 dithering) with ambient light sensor (3840 x
2160) 400 nits, 100% Adobe RGB
2160) 400 nits, 100% Adobe RGB, HD camera
2160) 400 nits, 100% Adobe RGB, HD camera and IR camera
Memory Four memory module slots, three or four SODIMM module combination is only available with quad core processors
Two slots of memory is customer accessible/upgradeable
DDR4-2666 SODIMMs
Supports up to 64 GB of system RAM in the following configurations:
● 65536 MB (16384 MB×4)
● 32768 MB (16384 MB×2 or 8192MB x 4)
● 16384 MB (16384 MB×1 or 8192 MB×2 or 4096 MBx4)
● 8192 MB (8192 MB×1 or 4096 MB×2)
ECC DDR4-2666, available with Xeon processors only
● 65536 MB (16384 MB×4)
● 32768 MB (16384 MB×2 or 8192MB x 4)
● 16384 MB (16384 MB×1 or 8192 MB×2)
2 Chapter 1 Product description

● 8192 MB (8192 MB×1)
Primary storage M.2 solid-state drives (2280):
SATA:
512 GB, SATA-3, SSD, TLC, FIPS-140–2
256 GB, SATA-3, Self-encrypting drive, Opal 2, TLC
PCIe:
256 GB, NVMe, TLC
256 GB, NVMe, TLC, Opal 2
512 GB, NVMe, TLC
1 TB, NVMe, TLC
2 TB, NVMe, TLC
Intel 360 GB, PCIe, NVMe
Secondary storage M.2 solid-state drives (2280):, only available if primary M.2 is selected
SATA:
PCIe:
256 GB, NVMe, TLC
512 GB, NVMe, TLC
1 TB, NVMe, TLC
2 TB, NVMe, TLC
Intel 360 GB, NVMe
Third M.2 storage M.2 solid-state drives (2280): only available if primary M.2 and secondary M.2 are selected
SATA:
PCIe:
256 GB, NVMe, TLC
512 GB, NVMe, TLC
3
1 TB, NVMe, TLC
2 TB, NVMe, TLC
Intel 360 GB, NVMe
Primary 2.5” SATA SATA 2.5” HDDs supports SATA 7 mm/9.5 mm, 2.5” HDDs, primary 2.5” storage is not a required category if M.2 SSD
storage is selected
2 TB 5400 rpm, supports 3D DriveGuard
2 TB 5400 rpm Hybrid Drive
1 TB 7200 rpm
1 TB 5400 rpm Hybrid Drive
500 GB, 7200 rpm Self Encrypting Drive (SED, FIPS-140-2) or equivalent OPAL2, not available with Optane cache
500 GB, 7200 rpm
500 GB 7200 rpm SED OPAL2, not available with Optane cache
500 GB 5400 rpm Hybrid 8 GB cache
2.5” SDD
256 GB SATA TLC
1TB SATA TLC
Primary HDD/SSD carrier only (no drive included) required selection if 2.5" SATA storage is not selected
Fixed optical drive 9.0 mm SATA supports E-SATA and drive inserts
Blu-ray R/RE DVD +/-RW SuperMulti DL Drive
Supports No ODD option
Supports secondary drive, M.2 via SATA 2.5” drive
Flash cache 16 GB Intel Optane cache, only available if HDD (except FIPS or SED) and Windows 10 is selected AND a third M.2
storage is not selected
Audio and video HP Bang & Olufsen Audio
HP Noise Cancellation Software
HP Clear Sound Amp
Discrete Amp
Skype for Business Certification
Intel SST Audio
Dual array and World-Facing microphones, dual microphone is tied to the camera
Stereo speakers (2)
Webcam HD 720p
Webcam HD+IR RGB 720p
Camera privacy shutter (only with non-touch camera panels)
Supports WDR (Wide Dynamic Range)

Support for models without camera
Ethernet Intel Ethernet Connection I219-LM 10/100/1000 (vPro)
Wireless WPAN Bluetooth:

networking
Integrated wireless personal area network (WPAN) support for Bluetooth® 5.0 via combo card
Wireless local area network (WLAN), WLAN options via minicard
Supports the following WLAN formats:
Integrated Wireless options with single antennas (M.2 12x16 soldered down MIPI+BRI (Available with iAMT. MU-
MIMO supported. WAVE 2 supported)
● Intel Wireless-AC 9560 802.11ac 2x2 WiFi + BT 5 Combo Adaptor (vPro). Available with iAMT. MU-MIMO
supported. WAVE 2 supported.
● Intel Wireless-AC 9560 802.11ac 2x2 WiFi + BT 5 Combo Adaptor (non-vPro). Not available with iAMT. MU-
MIMO supported. WAVE 2 supported.
Two WLAN antennas built into top of display assembly
Bluetooth Disabled IOPT, available with Combo WLAN
WLAN Disabled IOPT, available with Combo WLAN
Near-Field Communication (NFC):
NXP NPC300 Near Field Communication Module (NFC Mirage WNC XRAV-1 [NXP NPC300 I2C 10 mm x 17 mm])
NFC antenna
Support for models without NFC
Wireless wide area network (WWAN):
Integrated wireless wide area network (WWAN) options by way of wireless module, SIM Module (3FF/micro SIM):
(user accessible behind battery)
Two WWAN antennas (worldwide 5 band, configured at top of display panel)
Supports the following WWAN formats:
● Integrated WWAN options with dual antennas (M.2 30x42 socket USB2)
LTE CAT4: HP lt4132, LTE/HSPA+ 4G Mobile BroadBand Module with GPS M.2
● Integrated WWAN options with dual antennas (M.2 30x42 socket PCIe)
LTE CAT9: Intel XMM 7360 LTE-Advanced LTE-Advanced/HSPA+ with GPS
WWAN Antennas (2) (worldwide 5 band, configured at top of panel on all units except UHD)
Support for models without WWAN
Support for WWAN aftermarket option (AMO)
External card Realtek Integrated SD UHS-II flash media slot- supports SD, SDHC, SDXC
expansion
Ports Two USB Type-C (Thunderbolt 3), Intel Titan Ridge; USB 3.1 + pass through DP 1.3 support + Thunderbolt 3 with PD
Two USB 3.0 ports
USB 3.0 charging port
HDMI 2.0 with discrete graphics, 1.4 with UMA
5
Mini DisplayPort 1.3
RJ-45/Ethernet
Docking connector
Audio-out (headphone)/audio-in (microphone) combo jack
Multi-pin AC port
Docking HP Thunderbolt Dock
HP Thunderbolt 3 Dock
Keyboard/pointing Keyboard:
devices
Full sized Chiclet (Island-style) keyboard w/ separate numeric keypad:
● Dual point, non-backlit, spill resistant with drain
● Dual point, backlit, spill resistant with drain, with HP Dura Keys
TouchPad:
Glass with chemical etched surface
Supports 2-way scroll, taps enabled by default, image sensor
DreamColor calibrator, built in under the TouchPad, only applicable if DreamColor display is selected
Power Battery:
requirements
HP Long Life Lithium Polymer Soft Pack Battery, 6 cell, 95.6 WHr
HP Fast Charge Technology
AC adapter:
200 W SLIM Smart AC Adapter
Power cord:
3 wire plug (C13), 1 m
Security Security lock
Trusted Platform Module (TPM) 2.0 (Infineon, soldered down)
Touch fingerprint sensor (landed, touch with 8x8 sensor)
Support for models without a fingerprint reader
Smart Card reader (active)
Preboot authentication (password, smart card)
Drive Encryption preboot option - (Password, Fingerprint, Selected Smartcards)
Operating system Preinstalled:
Windows 10
Windows 10 Home 64 Plus, NOT available for the following:
● Intel Core i7 with >= 6 cores processor)

● Intel Core i7 AND > 16 GB RAM)
● UHD
● XEON processor
Windows 10 Home 64 Plus Single Language, NOT available for the following:
● UHD
● XEON processor
Windows 10 Home 64 High End Chinese Market CPPP, NOT available with XEON processors
Windows 10 Home 64 Advanced, NOT available with XEON processors. ONLY available for the following:
● UHD
Windows 10 Home 64 Advanced Single Language, NOT available with XEON processors. ONLY available for the
following:
● UHD
Windows 10 Pro 64, NOT available with XEON processors.
Windows 10 Pro 64 Plus, NOT available with XEON processors.
FreeDOS 2.0
Web only support:
Windows 10 Enterprise 64
Windows 10 Enterprise 64 LTSB 1607
Restore Media:
Windows 10 DRDVD, available with any Win 10 OS
Windows 10 Pro 64 OSDVD, available with Win 10 PRO OS
Certified:
Microsoft WHQL
Web-only support:
Windows 10 Enterprise 64
Red Hat Linux 7
Ubuntu Linux
Serviceability End user replaceable parts:
AC adapter
7
Battery
HDD/SDD
Keyboard
M.2 SSD
Memory module
ODD
WLAN module
WWAN module

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

For information about system hardware components and the system BIOS version number, press fn+esc (select
products only).
Locating software
To find out what software is installed on your computer:
▲ Select the Start button.
‒ or –
Right-click the Start button, and then select Apps and Features.
Locating hardware 9
Right
Component Description
(1) Optical drive (select products only) Depending on your computer model, reads an optical disc or
reads and writes to an optical disc.
(2) Optical drive eject button (select products only) Releases the optical drive disc tray.
(3) Audio-out (headphone)/Audio-in (microphone) Connects optional powered stereo speakers, headphones,
combo jack 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, refer to the Regulatory, Safety, and
Environmental Notices.
To access this guide:
▲ Select the Start button, select HP Help and Support, and

then select HP Documentation.
‒ or –
▲ Select the Start button, select HP, and then select HP

Documentation.
NOTE: When a device is connected to the jack, the computer

speakers are disabled.
(4) 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.
(5) Dual-Mode DisplayPort Connects an optional digital display device, such as a high-
performance monitor or projector.
(6) USB Type-C power connector and Thunderbolt Connects an AC adapter that has a USB Type-C connector,
port with HP Sleep and Charge supplying power to the computer and, if needed, charging the
computer battery.
– and –
Connects and charges most USB devices that have a Type-C

connector, such as a cell phone, camera, activity tracker, or
smartwatch, and provides high-speed data transfer.
– and –
10 Chapter 2 Components
Connects a display device that has a USB Type-C connector,

providing DisplayPort output.
NOTE: Your computer may also support a Thunderbolt docking

station.
NOTE: Cables and/or adapters (purchased separately) may be

required.
(7) Power connector Connects an AC adapter.
(8) Battery light When AC power is connected:
● White: The battery charge is greater than 90 percent.
● Amber: The battery charge is from 0 to 90 percent.
● Off: The battery is not charging.
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.
Right 11
Left
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but it

may not prevent the computer from being mishandled or stolen.
(2) RJ-45 (network) jack/status lights Connects a network cable.
● Green (left): The network is connected.
● Amber (right): Activity is occurring on the network.
(3) USB SuperSpeed port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and
even when the computer is off, charges most products such as a
cell phone, camera, activity tracker, or smartwatch.
(4) USB SuperSpeed ports (2) Connects a USB device, such as a cell phone, camera, activity
tracker, or smartwatch, and provides high-speed data transfer.
(5) Memory card reader Reads optional memory cards that store, manage, share, or
access information.
To insert a card:
1. Hold the card label-side up, with the connectors facing the
computer.
2. Insert the card into the memory card reader, and then press
in on the card until it is firmly seated.
To remove a card:
▲ Press in on the card, and then remove it from the memory

card reader.
(6) Smart card reader Supports optional smart cards.
Display
NOTE: Refer to the illustration that most closely matches your computer.
(1) WLAN antennas* Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
(2) WWAN antennas* Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
(3) Internal microphones Record sound.
(4) Camera light(s) On: One or more cameras are in use.
(5) Camera(s) Allow(s) you to video chat, record video, and record still images.
NOTE: Camera functions vary depending on the camera hardware

and software installed on your product.
*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.
▲ Select the Start button, select HP Help and Support, and then select HP Documentation.
‒ or –
▲ Select the Start button, select HP, and then select HP Documentation.
Display 13
Keyboard area
TouchPad
(1) Pointing stick Moves the pointer on the screen.
(2) Left pointing stick button Functions like the left button on an external mouse.
(3) Center pointing stick button Functions like the center button on an external mouse.
(4) TouchPad zone Reads your finger gestures to move the pointer or activate items
on the screen.
(5) Center pointing stick button Functions like the center button on an external mouse.
(6) Left TouchPad button Functions like the left button on an external mouse.
(7) Right TouchPad button Functions like the right button on an external mouse.
(8) Near Field Communications (NFC) tapping area Allows you to wirelessly share information when you tap it with
and antenna* an NFC-enabled device.
(9) HP DreamColor sensor (select products only) A colorimeter that brings integrated color calibration to your
display. This built-in measurement instrument provides the ability
to recalibrate a DreamColor color preset without the use of an
external measurement instrument. To select a color preset or
launch the calibration tool, select the HP DreamColor icon in the
Windows taskbar. Make a selection from the menu and follow the
on-screen instructions.
NOTE: For accurate calibration, keep the sensor window clean

and free from obstructions.
(10) Right pointing stick button Functions like the right button on an external mouse.
*The antenna is not visible from the outside of the computer. For optimal transmission, keep the area immediately around the antenna
free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region.
▲ Select the Start button, select HP Help and Support, and then select HP Documentation.
‒ or –
▲ Select the Start button, select HP, and then select HP Documentation.
Keyboard area 15
Lights
(1) Power light ● On: The computer is on.
● Blinking: The computer is in the Sleep state, a power-saving

state. The computer shuts off power to the display and other
unneeded components.
● Off: The computer is off or in Hibernation. Hibernation is a

power-saving state that uses the least amount of power.
(2) Caps lock light On: Caps lock is on, which switches the key input to all capital
letters.
(3) Fn lock light On: The fn key is locked. For more information, see Hot keys
(select products only) on page 22.
(4) Mute light ● On: Computer sound is off.
● Off: Computer sound is on.
(5) Microphone mute light ● On: Microphone is off.
● Off: Microphone is on.
(6) Wireless light On: An integrated wireless device, such as a wireless local area
network (WLAN) device and/or a Bluetooth® device, is on.
NOTE: On some models, the wireless light is amber when all

wireless devices are off.
(7) Sharing or presenting light On: Sharing is on.
(8) Call answer light On: Call answer is on.
(9) Call end light On: Call end is on.
(10) Num lk light On: Num lock is on.
Keyboard area 17
Buttons, speakers, and fingerprint reader
(1) Power button ● When the computer is off, press the button to turn on the
computer.
● When the computer is on, press the button briefly to initiate

Sleep.
● When the computer is in the Sleep state, press the button

briefly to exit Sleep.
● When the computer is in Hibernation, press the button briefly

to exit Hibernation.
CAUTION: 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 5
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.
(2) Speakers Produce sound.
(3) Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password
logon.
Special keys
(1) esc key Displays system information when pressed in combination with
the fn key.
(2) fn key Executes frequently used system functions when pressed in

combination with another key. Such key combinations are called
hot keys.
See Hot keys (select products only) on page 22.
(3) Windows key Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start
menu.
(4) Action keys Execute frequently used system functions.
See Action keys on page 20.
(5) num lk key Turns the embedded numeric keypad on and off when pressed in
combination with the fn key.
– or –
Turns the embedded numeric keypad on and off.
– or –
Alternates between the navigational and numeric functions on the

integrated numeric keypad.
(6) Integrated numeric keypad A separate keypad to the right of the alphabet keyboard. When
num lk is pressed, the integrated keypad can be used like an
external numeric keypad.
NOTE: If the keypad function is active when the computer is

turned off, that function is reinstated when the computer is turned
back on.
Keyboard area 19
Action keys
An action key performs the function indicated by the icon on the key. To determine which keys are on your
product, see Special keys on page 19.
▲ To use an action key, press and hold the key.
Icon Description
Helps prevent side-angle viewing from onlookers. If needed, decrease or increase brightness for well-lit or
darker environments. Press the key again to turn off the privacy screen.
NOTE: To quickly turn on the highest privacy setting, press fn+p.
Decreases the screen brightness incrementally as long as you hold down the key.
Increases the screen brightness incrementally as long as you hold down the key.
Turns the keyboard backlight off or on.
NOTE: To conserve battery power, turn off this feature.
Plays the previous track of an audio CD or the previous section of a DVD or a Blu-ray Disc (BD).
Starts, pauses, or resumes playback of an audio CD, a DVD, or a BD.
Plays the next track of an audio CD or the next section of a DVD or a BD.
Stops audio or video playback of a CD, a DVD, or a BD.
Decreases speaker volume incrementally while you hold down the key.
Increases speaker volume incrementally while you hold down the key.
Mutes the microphone.
Mutes or restores speaker sound.
Icon Description
Turns the wireless feature on or off.
NOTE: A wireless network must be set up before a wireless connection is possible.
Turns the TouchPad and TouchPad light on and off.
Switches the screen image among display devices connected to the system. For example, if a monitor is
connected to the computer, repeatedly pressing the key alternates the screen image from computer display to
monitor display to simultaneous display on both the computer and the monitor.
Initiates Sleep, which saves your information in system memory. The display and other system components turn
off and power is conserved. To exit Sleep, briefly press the power button.
CAUTION: To reduce the risk of information loss, save your work before initiating Sleep.
Provides quick access to your Skype for Business calendar.
NOTE: This feature requires Skype® for Business or Lync® 2013 running on Microsoft Exchange or Office 365®
servers.
Turns the screen sharing function on or off.
NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365
servers.
● Answers a call.
● Starts a call during a 1-on-1 chat.
● Places a call on hold.
servers.
● Ends a call.
● Declines incoming calls.
● Ends screen sharing.
servers.
NOTE: The action key feature is enabled at the factory. You can disable this feature by pressing and holding the
fn key and the left shift key. The fn lock light will turn on. After you have disabled the action key feature, you can
still perform each function by pressing the fn key in combination with the appropriate action key.
Keyboard area 21
Hot keys (select products only)
A hot key is the combination of the fn key and another key.
To use a hot key:
▲ Press the fn key, and then press one of the keys listed in the following table.
Key Description
C Turns on scroll lock.
E Turns on the insert function.
R Breaks the operation.
S Sends a programing query.
W Pauses the operation.
Bottom
(1) Vent Enables airflow to cool internal components.
NOTE: The computer fan starts up automatically to cool

internal components and prevent overheating. It is normal
for the internal fan to cycle on and off during routine
operation.
(2) Service door release latch with lock screw Releases the service door.
Bottom 23
Cover
Internal microphones (2) Record sound.
Rear
Vents Enable airflow to cool internal components.
NOTE: The computer fan starts up automatically to cool internal

components and prevent overheating. It is normal for the internal fan to
cycle on and off during routine operation.
Rear 25
Labels
The labels affixed to the computer provide information you may need when you troubleshoot system problems
or travel internationally with the computer. Labels may be in paper form or imprinted on the product.
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the computer,
inside the battery bay, under the service door, on the back of the display, or on the bottom of a tablet kickstand.
● Service label—Provides important information to identify your computer. When contacting support, you
may be asked for the serial number, the product number, or the model number. Locate this information
before you contact support.
Your service label will resemble one of the examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Component
(1) HP product name
(2) Model number
(3) Product ID
(4) Serial number
(5) Warranty period
Component
(1) HP product name
(2) Product ID
(3) Serial number
(4) Warranty period
● Regulatory label(s)—Provide(s) regulatory information about the computer.

● Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.
3 Illustrated parts catalog
Computer major components

NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow
the on-screen instructions.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are
on the service tag at the bottom of your computer. See Labels on page 26 for details.
Computer major components 27

Item Component Spare part number
(1) Display assembly, non-touch, 17.3”
28 Chapter 3 Illustrated parts catalog

Non-TouchScreen display assemblies are spared at the subcomponent level only. For more
display assembly spare part information, see Display assembly subcomponents
on page 32.
Display assembly 17.3”
Touchscreen, UHD UWVA L30407-001
Touchscreen, UHD UWVA, IR L30408-001
NON-TOUCHSCREEN, UWVA DreamColor L28468-001
Non-Touchscreen, UWVA DreamColor, IR L28469-001
(2) Keyboard L28407-xxx
For a list of keyboard country codes, see Keyboard on page 55.
(3) Power button board L28466-001
(4) SSD storage board L30397-001
HDD storage board L30396-001
(5) Top cover L30661-001
NFC antenna (not shown) L30662-001
(6) Smart card board L14374-001
(7) TouchPad
For use in models without DreamColor L30663-001
For use in models with DreamColor L31320-001
(8) NFC module L02249-001
(9) Fingerprint reader (includes cable) L28662-001
(10) ODD L31315-001
(11) Hard drive
1 TB, SATA, 7200 RPM, RAW, 7 mm L06427-850
2 TB, SATA, 5400 RPM, hybrid, 8 G, RAW, 7 mm 929167-850
1 TB, SATA, 5400 RPM, hybrid, 8 G, 7 mm 924036-850
2 TB, SATA, 5400 RPM, RAW, 7 mm, 2.5” 912487-850
500 GB, 7200 RPM, SATA, SED, RAW, 7 mm 820573-001
500 GB, 7200 RPM, SATA, FIPS, RAW, 7 mm 820572-001
500 GB, 5400 RPM, SATA, hybrid, RAW, 7 mm 732000-001
500 GB, 7200 RPM, 7 mm 703267-001
(12) HDD bracket, part of the HDD hardware kit L30394-001
(13) HDD connector, part of the HDD hardware kit L30394-001
(14) Battery (6 cell 95 Wh 4.15 Ah LI ) L07044-855
(15) SSD

1 TB, Z Turbo Drive L28490-001
256 GB, Z Turbo Drive L28491-001
1 TB, SATA, TLC L30762-001
256 GB, SATA, TLC L30763-001
512 GB, PCIe, SS, NVMe, TLC L28488-001
512 GB, PCIe, NVMe, Self-encrypting drive (SED), Opal 2, TLC L28487-001
512 GB, SATA-3, FIPS-140–2, TLC L28489-001
2 TB, PCIe, NVMe, TLC L28486-001
256 GB, PCIe, SATA-3, SED, Opal2, TLC L28485-001
256 GB, PCIe, NVMe, TLC L28484-001
256 GB, NVMe SED, Opal 2, TLC L28483-001
16 GB, IO L28481-001
(16) Speaker (includes cable) L28477-001
(17) WWAN module
Macan ME906S LTE with GPS M.2 845710-003
HP IT4210 LTE/HSPA+ with GPS M.2 L15398-001
(18) Middle cover L28471-001
(19) Discrete MXM daughter card
AMD Radeon Pro WX 4170 4 GB L30654-001
NVIDIA Quadro P1000 4 GB L30655-001
(20) Memory module (DDR-2400)
4 GB, 2666 MHz, 1.2 v, DDR4 L10598-850
8 GB, 2666 MHz, 1.2 v, DDR4 937236-850
16 GB, 2666 MHz, 1.2 v, DDR4 937438-850
16 GB, 2666 MHz, 1.2 v, DDR4, ECC L24981-001
8 GB, 2666 MHz, 1.2 v, DDR4, ECC shared L24983-001
(21) System board (includes processor and replacement thermal material, see System board on page 71)
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating systems

xxxxxx-601: Windows operating system
Intel Core i5-8300H processor L28459-xx1
Intel Xeon E-2176M processor L28457-xx1
(22) RTC battery L17255-001
(23) Right fan, GPU L30389-001
(24) Left fan, CPU L30388-001
(25) Heat sink L30393-001
For use in models with discrete graphics F16M memory
Heat sink L30391-001
For use in models with discrete graphics N18P memory
Heat sink L30392-001
For use in models with discrete graphics N18E memory
(26) Heat sink L30390-001
For use in models with UMA graphics
(27) Service dover L30395-001

Display assembly subcomponents
(1) Bezel
For use in models without a webcam L30403-001
For use in models with an HD camera (includes camera shutter) L30401-001
For use in models with an IR camera (includes camera shutter) L30402-001
For use in models with an IR camera and backlight (includes camera shutter) L31317-001
For use in models with an HD camera and backlight (includes camera shutter) L31316-001
For use in models without a camera and backlight (includes camera shutter) L31318-001
(2) Webcam cover L31319-001
(3) Raw display panel, 17.3
FHD, AG, LED, UWVA L30405-001

HD+ AG LED SVA L30406-001
(4) Hinges L28464-001
(5) Camera module
HD camera L32738-001
IR camera L32739-001
Microphone module (not shown; includes double-sided tape) L34855-001
(6) WWAN antenna, part of four antenna kit L30400-001
(7) WLAN antenna, part of four antenna kit L30400-001
(8) Display cable, includes cables and adhesive L30404-001
(9) DreamColor board, includes cable and adhesive L31321-001
(10) ALS sensor board L30665-001
(11) Display enclosure (includes tape, gasket, and foam) L28463-001
Display assembly subcomponents 33

Miscellaneous parts
Component Spare part number
AC adapter 200 W PFC smart slim 4.5 mm L00818-850
Adapter HP USB-C to VGA 831751-001
Adapter HP ZBook Thunderbolt 3 1 m cable 914966-001
Adapter HP USB-C to HDMI 831752-001
Adapter USB-C to DisplayPort 831753-001
Adapter USB to Gigabit RJ45 829941-001
Adapter HP HDMI to DVI 749038-001
Bracket kit, contains DDR shielding, ODD brackets, USB Type-C brackets, LCD connector brackets, and L28479-001
fingerprint reader brackets
Cable kit, for fingerprint reader, NFC module, and TouchPad L28473-001
Cable lock, keyed 10 mm 840158-001
Cable lock, dual head keyed 840160-001
Essential Messenger 679922-001
Headset, stereo USB 840340-001
Mouse, comfort grip wireless 691922-001
Mouse, slim Bluetooth 746920-001
Mouse, HP USB laser 674318-001
Mylar kit L34854-001
ODD bezel, with cable L30398-001
Plastics kit, contains plastic placeholders for the fan, ODD, fingerprint reader, and SD card L28480-001
Rubber kit, contains plastic placeholders for the fan, ODD, fingerprint reader, and SD card L28476-001
Screw kit L28478-001

4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
● Phillips P0 screwdriver
● Torx T5 screwdriver
● Thin plastic prying tool
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly and
assembly procedures.
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
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care when
handling the plastic
Tools required 35
Cables and connectors
CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.
Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat
the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught or
snagged by parts being removed or replaced. Handle flex cables with extreme care; these cables tear easily.
Drive handling
CAUTION: Drives are fragile components that must be handled with care. To prevent damage to the computer,
damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing a diskette drive or optical drive, be sure that a diskette or disc is not in the drive and be sure
that the optical drive tray is closed.
Handle drives on surfaces covered with at least one inch of shock-proof foam.
Avoid dropping drives from any height onto any surface.
Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers.
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.”
36 Chapter 4 Removal and replacement procedures preliminary requirements

Grounding guidelines
Electrostatic discharge damage
Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine
the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many
cases, ESD contains enough power to alter device parameters or melt silicon junctions.
A discharge of static electricity from a finger or other conductor can destroy static-sensitive devices or
microcircuitry. Even if the spark is neither felt nor heard, damage may have occurred.
An electronic device exposed to ESD may not be affected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its life
expectancy.
CAUTION: To prevent damage to the computer when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in this
section.
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.
The following table shows how humidity affects the electrostatic voltage levels generated by different activities.
CAUTION: A product can be degraded by as little as 700 V.
Typical electrostatic voltage levels
Relative humidity
Event 10% 40% 55%
Walking across carpet 35,000 V 15,000 V 7,500 V
Walking across vinyl floor 12,000 V 5,000 V 3,000 V
Motions of bench worker 6,000 V 800 V 400 V
Removing DIPS from plastic tube 2,000 V 700 V 400 V
Removing DIPS from vinyl tray 11,500 V 4,000 V 2,000 V
Removing DIPS from Styrofoam 14,500 V 5,000 V 3,500 V
Removing bubble pack from PCB 26,500 V 20,000 V 7,000 V
Packing PCBs in foam-lined box 21,000 V 11,000 V 5,000 V
Grounding guidelines 37
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.
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, screwdrivers, 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 Styrofoam.
● 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.
38 Chapter 4 Removal and replacement procedures preliminary requirements

Equipment guidelines
Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation.
● When seated, wear a wrist strap connected to a grounded system. Wrist straps are flexible straps with a
minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap
snugly against the skin at all times. On grounded mats with banana-plug connectors, use alligator clips to
connect a wrist strap.
● When standing, use foot straps and a grounded floor mat. Foot straps (heel, toe, or 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 foot straps on both feet with a minimum of one megohm resistance between
the operator and ground. To be effective, the conductive must be worn in contact with the skin.
The following grounding equipment is recommended to prevent electrostatic damage:
● Antistatic tape
● Antistatic smocks, aprons, and sleeve protectors
● Conductive bins and other assembly or soldering aids
● Nonconductive foam
● Conductive tabletop workstations with ground cords of one megohm resistance
● Static-dissipative tables or floor mats with hard ties to the ground
● Field service kits
● Static awareness labels
● Material-handling packages
● Nonconductive plastic bags, tubes, or boxes
● Metal tote boxes
● Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and floor mats.
Material Use Voltage protection level
Antistatic plastics Bags 1,500 V
Carbon-loaded plastic Floor mats 7,500 V
Metallized laminate Floor mats 5,000 V
Grounding guidelines 39
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 not supported by the
Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer Self-
Repair is supported in your location.
Component replacement procedures

There are as many as 16 screws that must be removed, replaced, and/or loosened when servicing Customer
Self-Repair parts. Make special note of each screw size and location during removal and replacement.
Service door
Description Spare part number
Service door L30395-001
Before removing the service door, follow these steps:

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.
Remove the service door:
1. Turn the computer upside down on a flat surface.
40 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts

2. Remove the optional lock screw (1), slide the service door release latch (2) and then slide the service door
to remove it (3).
Reverse the removal procedures to install the service door.
Component replacement procedures 41

Battery
Battery (6 cell 95 Wh 4.15 Ah LI ) L07044-855
Before removing the battery, follow these steps:

1. 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.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the computer.
4. Remove the service door (see Service door on page 40).
Remove the battery:
To remove the user-replaceable battery, refer to the steps and illustration below that most closely match your
computer:
▲ Slide the battery release latches (1) and then pull the battery tab (2) up to remove the battery from the
computer.
NOTE: The battery release latches automatically returns to the original positions.
Reverse this procedure to install the battery module.

Hard drive (HDD)
1 TB, SATA, 7200 RPM, RAW, 7 mm L06427-850
2 TB, SATA, 5400 RPM, hybrid, 8 G, RAW, 7 mm 929167-850
1 TB, SATA, 5400 RPM, hybrid, 8 G, 7 mm 924036-850
2 TB, SATA, 5400 RPM, RAW, 7 mm, 2.5” 912487-850
500 GB, 7200 RPM, SATA, SED, RAW, 7 mm 820573-001
500 GB, 7200 RPM, SATA, FIPS, RAW, 7 mm 820572-001
500 GB, 5400 RPM, SATA, hybrid, RAW, 7 mm 732000-001
500 GB, 7200 RPM, 7 mm 703267-001
HDD bracket, part of the HDD hardware kit L30394-001
HDD connector, part of the HDD hardware kit L30394-001
Before removing the hard drive, follow these steps:

4. Remove the bottom cover (see Service door on page 40).
5. Remove the battery (see Battery on page 42).
Remove the hard drive:
1. Release the 3 captive Phillips screws (1) that secure the drive to the system board.
2. Lift the hard drive release tab (2)

3. Lift the drive (3) to remove it.
4. If it is necessary to replace the hard drive bracket, remove the four screws (1) on the bracket from the hard
drive, and then lift the bracket straight up (2) and remove the bracket from the hard drive.
Reverse this procedure to install the hard drive.

Solid-state drive (SSD)
SSD
1 TB, SATA, TLC L30762-001
256 GB, SATA, TLC L30763-001
512 GB, SATA-3, FIPS-140–2, TLC L28489-001
16 GB, IO L28481-001
NOTE: An additional SSD slot is available under the system board. That part is not a customer self-repair part.
Before removing the solid-state drive, follow these steps:

Remove the solid-state drive:
1. Remove the Phillips M2.0×2.0 screw (1) that secures the drive to the system board.

2. Remove the drive by pulling it away from the connector (2).
NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion.
Reverse this procedure to install the solid-state drive.

ODD
ODD L31315-001
Before removing the ODD, follow these steps:

Remove the ODD:
1. Remove the Phillips M2.0×2.0 screw (1) that secures the ODD to the computer.
2. Use a thin tool (2) to release the ODD from the computer.

3. Pull the ODD (3) away from the computer to remove it.

4. To remove the ODD bracket, remove the two screws (1) securing the bracket to the ODD, and then remove
the bracket (2).
Reverse this procedure to install the ODD.

Memory modules
NOTE: Primary and expansion memory is installed in a side-by-side configuration in the bottom of the
computer.
If only one memory module is installed, it must be installed in the socket labeled ‘1’.
NOTE: Two additional memory slots are available under the system board. These are not customer self-repair
parts.
4 GB, 2666 MHz, 1.2 v, DDR4 L10598-850
8 GB, 2666 MHz, 1.2 v, DDR4 937236-850
16 GB, 2666 MHz, 1.2 v, DDR4 937438-850
16 GB, 2666 MHz, 1.2 v, DDR4, ECC L24981-001
Update BIOS before adding memory modules

Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1. Navigate to www.hp.com.
2. Click Support & Drivers > click Drivers & Software.
3. In the Enter a product name/number box, type the computer model information, and then click Search.
4. Click the link for the computer model.
5. Select the operating system, and then click Next.
6. Under Step 2: Select a Download, click the BIOS link.
7. Click the link for the most recent BIOS.
8. Click the Download button, and then follow the on-screen instructions.
Before removing the memory module, follow these steps:
Remove the memory module:
1. Use a thin tool (1) to lift the memory shield, and then remove the shield (2).

2. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module. (The
edge of the module opposite the slot rises away from the computer.)
3. Remove the memory module (2) by pulling the module away from the slot at an angle.
NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory
module slot.
NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory
module and the socket labeled ‘1’ houses the primary memory module. The removal procedure is the
same for both memory sockets.
Reverse this procedure to install a memory module.

SIM card
Before removing the SIM card, follow these steps:
Remove the SIM card:
1. Lift the SIM card bracket (1).
2. Lift the SIM card (2) to remove it.
Reverse this procedure to install a SIM card.

WWAN module
The WLAN module and WWAN module are not interchangeable.
The WWAN module is available on select models only.
Macan ME906S LTE with GPS M.2 845710-003
HP IT4210 LTE/HSPA+ with GPS M.2 L15398-001
Before removing the WWAN module, follow these steps:

NOTE: The red WWAN antenna cable is connected to the WWAN module ‘Main’ terminal. The blue WWAN
antenna cable is connected to the WWAN module ‘Aux’ terminal.
Remove the WWAN module:

1. Position the computer upside-down.
2. Remove the plastic cover (1) protecting the WWAN card.
3. Disconnect the WWAN antenna cables (2) from the terminals on the WWAN module.
4. Remove the Phillips M2.0×2.0 screw (3) that secures the WWAN module to the computer. (The edge of the
module opposite the slot rises away from the computer.)

5. Remove the WWAN module (4) by pulling the module away from the slot at an angle.
NOTE: WWAN modules are designed with a notch to prevent incorrect insertion.
NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective
sleeves must be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WWAN module.

Keyboard
Description Spare part number Description Spare part number
For use in Africa (French) L28407-FP1 For use in Japan L28407-291
For use in Belgium L28407-A41 For use in Latin America L28407-161
For use in Brazil L28407-201 For use in the Netherlands L28407-B31
For use in Bulgaria L28407-261 For use in Portugal L28407-131
For use in Canada (English) L28407-DB1 For use in Russia L28407-251
For use in the Czech Republic and L28407-FL1 For use in Saudi Arabia L28407-171
Slovenia
For use in Denmark L28407-081 For use in Slovenia L28407-BA1
For use in Denmark, Finland, and L28407-DH1 For use in South Korea L28407-AD1
Norway
For use in France L28407-051 For use in Spain L28407-071
For use in Germany L28407-041 For use in Sweden and Finland L28407-B71
For use in Greece L28407-151 For use in Switzerland L28407-BG1
For use in Hungary L28407-211 For use in Thailand L28407-281
For use in Iceland L28407-DD1 For use in Turkey L28407-141
For use in India L28407-D61 For use in Taiwan L28407-AB1
For use in Israel L28407-BB2 For use in the United Kingdom L28407-031
For use in Italy L28407-061 For use in the United States L28407-001
Before removing the keyboard, follow these steps:

4. Remove the any smart cards and memory cards.
7. Remove the memory modules (see Memory modules on page 50).
8. Remove the ODD (see ODD on page 47).
9. Remove the SSDs (see Solid-state drive (SSD) on page 45).
Remove the keyboard:
1. Remove the 3 Phillips PM2.5×8.0 screws that secure the keyboard.

2. Use a thin plastic tool to release the keyboard from the bottom.
3. Turn over the computer, and then Insert a case utility tool (1) or similar thin, plastic tool between the front
edge of the keyboard and the bottom cover.

4. Lift the back edge (2) of the keyboard until it separates from the front edge of the bottom cover.
5. Rotate the keyboard face down (1).

6. Release the zero insertion force (ZIF) connector (2), and then disconnect the following cables (3) from
the system board:
● TouchPad button cable
● Keyboard backlight cable
● Keyboard cable

7. Remove the keyboard (4).
Reverse this procedure to install the keyboard.

6 Removal and replacement procedures for
Authorized Service Provider parts
This chapter provides removal and replacement procedures for Authorized Service Provider only parts.
CAUTION: Components described in this chapter should only be accessed by an authorized service provider.
Accessing these parts can damage the computer or void the warranty.
CAUTION: This computer does not have user-replaceable parts. Only HP authorized service providers should
perform the removal and replacement procedures described here. Accessing the internal part could damage the
computer or void the warranty.
Component replacement procedures

There are as many as 63 screws that must be removed, replaced, and/or loosened when servicing Authorized
Service Provider only parts. Make special note of each screw size and location during removal and replacement.

Middle cover
Middle cover L28471-001
Before removing the middle cover, follow these steps:

Remove the middle cover:
1. Remove the 3 M2*2.5 Phillips head screws (1) in the ODD area.
2. Remove the M2*8 Phillips head screws (2).
3. Loosen the 4 Torx head screws (3) at the front.
4. Remove the 10 M2.5*8 Torx head screws (4).
60 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
5. Starting from the left side, use a thin plastic tool (5) to release the middle cover for the keyboard.
Reverse this procedure to install the middle cover.

Fingerprint reader assembly
Fingerprint reader assembly (includes cable) L28662-001
Before removing the fingerprint reader assembly, follow these steps:

10. Remove the middle cover (see Middle cover on page 60).
Remove the fingerprint reader assembly:
1. Disconnect the fingerprint ribbon cable (1) from the system board.
2. Remove the Phillips M2.0×2.5 screw (2) that secures the fingerprint reader bracket to the computer.
3. Lift the bracket (3) from atop the fingerprint reader assembly.
4. Lift the thermal tape and remove the fingerprint reader (4) from the computer.
Reverse this procedure to install the fingerprint reader assembly.

Smart card board
Smart card board L14374-001
Before removing the smart card board, follow these steps:

Remove the smart card board:
NOTE: Before you remove the smart card board, make sure nothing (memory card or plastic insert) in inserted
in the reader.
1. Remove the three Phillips M2.0x2.5 screws (1) that secure the smart card reader to the computer.
2. Disconnect the smart card reader cable (2) from the connector on the system board.
3. Remove the smart card board from the computer (3).
Reverse this procedure to install the smart card board.

NFC module
NFC module (includes antenna and TouchPad foam) L02249-001
Before removing the NFC module, follow these steps:

Remove the NFC module:
1. Disconnect the TouchPad cable (1) from the NFC module.
2. Disconnect the NFC cable (2) from the system board.
3. Use a tool (3) to release the NFC module from the adhesive securing it to the computer, and then remove
the module from the computer.
Reverse the removal procedures to install the NFC module.
TouchPad click board
TouchPad click board
For use in models without DreamColor L30663-001
For use in models with DreamColor L31320-001
TouchPad click board cable (part of the cable kit) L28473-001
Before removing the TouchPad click board, follow these steps:

To remove the TouchPad click board:
1. Disconnect the TouchPad cable (1) from the system board.
2. Disconnect the NFC cable (2) from the system board.
3. Lift the cable (3) to clear the TouchPad click board.
4. Disconnect the TouchPad cable (4) from the NFC module.
5. Remove the 4 Phillips PM2.0×2.0 screws (5) that secure the TouchPad click board bracket to the computer.

6. Remove the board (6) from the computer.
Reverse this procedure to install the TouchPad click board.
Fans
Right fan, GPU L30389-001
Left fan, CPU L30389-001
NOTE: Models with UMA graphics have only the left fan. Models with discrete graphics have both the left and
right fans.
Before removing the fans, follow these steps:

Remove the left fan:
1. Release the 3 captive screws (1) that secure the fan to the computer.
2. Release the WLAN and WWAN cables (2) from the fan.
3. Disconnect the fan cable (3) from the system board.

4. Remove the fan (4) from the computer.
Remove the right fan.

1. Release the 2 captive screws (1) that secure the fan to the computer.
2. Release the display cables (2).
3. Disconnect the fan cable (3).
4. Remove the fan from the computer (4).
Reverse this procedure to install the fans.
System board
NOTE: All system board spare part kits include replacement thermal material.
All system boards use the following part numbers:

xxxxxx-001: Non-Windows operating systems
xxxxxx-601: Windows operating system
Before removing the system board, follow these steps:

11. Remove the fans (see Fans on page 69).
12. Remove the keyboard (see Keyboard on page 143).
When replacing the system board, be sure to remove the following components (as applicable) from the
defective system board and install on the replacement system board:
● Heat sink (see Heat sink on page 73)
● RTC battery (see RTC battery on page 82)
● SSD card on the bottom of the board (see Solid-state drive (SSD) on page 83)
● Memory on the bottom of the board (see Memory modules on page 85)
● TouchPad button cable

● Keyboard backlight cable
● Keyboard cable
Remove the system board:
1. Make sure to disconnect the following cables from the system board:
NOTE: The WLAN/WWAN cables were disconnected when the left fan was removed.
(1) Display touch cable and ambient light sensor cable

(2) Display cable
(3) Speaker cables
(4) Power button cable
(5) Drive cable
(6) Smart card cable
(7) TouchPad cable
(8) NFC module cable
(9) DreamColor cable
(10) ODD cable
(11) Fingerprint reader cable
2. Remove the M2.5x4 Phillips head screws (1).
3. Pull the system board (2) up and toward the right to disengage the connectors from the left side of the
computer, and then lift out the system board (3).
Reverse this procedure to install the system board.
Heat sink
Heat sink
For use in models with discrete graphics F16M memory L30393-001
For use in models with discrete graphics N18P memory L30391-001
For use in models with discrete graphics N18E memory L30392-001
For use in models with UMA graphics L30390-001
Before removing the heat sink, follow these steps:


Remove the heat sink:
NOTE: In the following steps, refer to the graphic that most closely resembles your heat sink.
1. Release the Phillips head screws (1) that secure the heat sink to the system board in the order stamped on
the heatsink.
2. Remove the heat sink (2).
NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink
and the system board components each time the heat sink is removed. Thermal paste is used on the processor
(1) and the heat sink section (2) that services it.

Reverse this procedure to install the heat sink.
Discrete MXM daughter card

AMD Radeon Pro WX 4170 4 GB L30654-001
Before removing the discrete MXM daughter card, follow these steps:
12. Remove the system board (see System board on page 71).
Remove the discrete MXM daughter card:
1. Remove the 2 Phillips head screws (1) that secure the MXM discrete graphics card to the system board.
2. Remove the MXM discrete graphics card (2).
Reverse this procedure to install the discrete MXM daughter card.

Speaker
Speaker (includes cable) L28477-001
Before removing the speaker, follow these steps:

Remove the speaker:
1. Remove the 3 Phillips M2.0×2.5 screws (1) that secure the speaker to the computer.
2. Lift the speaker (2) to remove it from the computer.
Reverse this procedure to install the speaker.

Power button board
Power button board L28466-001
Before removing the power button board, follow these steps:

Remove the power button board:
1. Lift the thermal tape (1) covering the board.
2. Remove the 2 Phillips M2.5×5.0 screws (2) that secure the power button board.
3. Remove the power button board (3) from the computer.
Reverse this procedure to install the power button board.

RTC battery
RTC battery L17255-001
Before removing the RTC battery, follow these steps:

Remove the RTC battery:
1. Place the system board face down.
2. Using a flat tool (1), pry the battery from the holder.
3. Lift the battery (2) from the computer.
Reverse this procedure to install the RTC battery.
Solid-state drive (SSD)
SSD
1 TB, SATA, TLC L30762-001
256 GB, SATA, TLC L30763-001
512 GB, SATA-3, FIPS-140–2, TLC L28489-001
16 GB, IO L28481-001
NOTE: An additional SSD slot is available on top of the system board. That slot is a customer self-repair part.
Before removing the solid-state drive, follow these steps:

Remove the solid-state drive:
1. Remove the Phillips M2.0×2.0 screw (1) that secures the drive to the system board.

2. Remove the drive by pulling it away from the connector (2).
NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion.
Reverse this procedure to install the solid-state drive.
Memory modules
NOTE: Primary and expansion memory is installed in a side-by-side configuration in the bottom of the
computer.
If only one memory module is installed, it must be installed in the socket labeled ‘1’.
4 GB, 2666 MHz, 1.2 v, DDR4 L10598-850
8 GB, 2666 MHz, 1.2 v, DDR4 937236-850
16 GB, 2666 MHz, 1.2 v, DDR4 937438-850
16 GB, 2666 MHz, 1.2 v, DDR4, ECC L24981-001
Update BIOS before adding memory modules

Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1. Navigate to www.hp.com.
2. Click Support & Drivers > click Drivers & Software.
3. In the Enter a product name/number box, type the computer model information, and then click Search.
4. Click the link for the computer model.
5. Select the operating system, and then click Next.
6. Under Step 2: Select a Download, click the BIOS link.
7. Click the link for the most recent BIOS.
8. Click the Download button, and then follow the on-screen instructions.
Before removing the memory module, follow these steps:

Remove the memory module:
1. Use a thin tool (1) to lift the memory shield, and then remove the shield (2).
2. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module. (The
edge of the module opposite the slot rises away from the computer.)
3. Remove the memory module (2) by pulling the module away from the slot at an angle.
NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory
module slot.
NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory
module and the socket labeled ‘1’ houses the primary memory module. The removal procedure is the
same for both memory sockets.
Reverse this procedure to install a memory module.

Display assembly
NOTE: TouchScreen displays are spared as a whole assembly only. TouchScreen display assembly spare part
information is available at Computer major components on page 27. Non-TouchScreen displays are spared at the
subcomponent level only. Additional display assembly spare part information is available at Display assembly
subcomponents on page 32.
Before removing the display assembly, follow these steps:

Remove the display assembly:
1. Remove the 2 Phillips M2.5×5.0 screws (1) from the display cable bracket.
2. Disconnect the display cable (2), and then release the cable (3).
3. Disconnect the WLAN/WWAN cables (4), and then release the cables (5) from the fan routing.
4. Remove the 6 Phillips M2.5×5.0 screws (6) from the display hinges.
5. Lift the display assembly (7) straight up and remove it.
CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed and
arranged properly.
Failure to properly route the antennas can result in degradation of the computer's wireless performance.
Reverse this procedure to reinstall the display assembly.

Display assembly components
NOTE: Display assemblies are spared at the subcomponent level only. Additional display assembly spare part
information is available at Display assembly subcomponents on page 32.
Before removing the display assembly, follow these steps:

11. Remove the display (see Display assembly on page 88).
Remove the display assembly components:
1. To remove the display hinge cover, rotate top of hinge cover (1) away from display enclosure to disengage
the tabs, and then pull the cover (2) off the enclosure.
The display hinge cover (for non-privacy displays) is available in the Hinge Kit (for touch displays) using
spare part number L14364-001. The display hinge cover (for non-touch displays) is available using spare
part number L14365-001.
When installing the hinge cover, make sure all cables are routed correctly under the hinge cover and the
hooks on the end of the cover are aligned correctly with the snaps on the bottom of the display (1). Press
the left (2), and then right (3) middle sections of the hinge cover until it snaps into place.
2. To remove the display bezel, flex the top (1) of the bezel, the inside edges of the left and right sides (2),
and then the bottom (3) of the bezel until it disengages from the display enclosure.
3. Remove the display bezel (4).
4. Two different camera modules are available. Refer to the following procedure appropriate for your
computer if it is necessary to replace the camera module:
a. HD camera or microphone module
Lift upward to disengage the module from the adhesive on the display enclosure (1), disconnect the
cable from the module (2), and then remove the module from the display (3).

b. IR camera
Remove the tape from atop the module (1), lift upward to disengage the module from the adhesive
on the display enclosure (2), disconnect the cables from the left and right sides of the module (3), and
then remove the camera module from the display (4).
5. If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), lift
upward to disengage the board from the adhesive on the display enclosure (2), and then remove the board
from the display (3).
The ambient light sensor board is available using spare part number L15511-001.
6. If it is necessary to remove the display panel from the enclosure, remove the 4 Phillips M2.0×2.0 screws
that secure the panel to the display enclosure.
7. Rotate the display panel over onto the keyboard (1).
NOTE: For additional details on removing the cable, see Connector types on page 173.

8. On the back of the display panel, lift the tape from atop the connector (2), and then remove the panel (3).
The raw display panel is available using the following spare part numbers:
NOTE: Display panel kits include panel, touch module (as applicable), display cable, and interior panel
bezel.
9. If it is necessary to replace the display hinges, remove the 4 Phillips M2.5x11.0 screws that secure each
hinge (1), and then remove the hinges from the display enclosure (2).
10. If it is necessary to replace the display cable, lift the cable from the routing path in the display enclosure.

11. If it is necessary to replace the camera/ambient light sensor cable:
a. HD camera models
Disconnect the cable from the ambient light sensor board (1) and from the HD camera (2), and then
remove the cable from the display enclosure (3).
b. IR camera models
Disconnect the cable from the ambient light sensor board (1), from the left (2) and right (3) sides of
the IR camera, and then remove the cable from the display enclosure (4).
12. If it is necessary to replace the WLAN antenna cables, peel the antennas from the top of the display
enclosure (1), remove the antenna cables from the routing path on the bottom of the display enclosure (2),
and then remove the antenna cables (3).
NOTE: The WLAN antennas are spared with the display enclosure.
13. If it is necessary to replace the WWAN antenna cables, peel the antennas from the top of the display
enclosure (1), remove the antenna cables from the bottom and sides of the display enclosure (2), and then
remove the antenna cables (3).
NOTE: The WWAN antennas are spared with the display enclosure.
Reverse this procedure to reassemble the display assembly.

Top cover
Top cover (includes Mylar) L17378-001
The top cover remains after removing all other spared parts from the computer.
7 Troubleshooting guide
This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The information
is provided so that you can solve problems yourself or at least narrow down what may be causing the
problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and
available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully,
observe safety precautions, and note any observations or results. Capturing this information may help identify
and resolve the problem faster.
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.
CAUTION: 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 you are working on by connecting the static-free mat, static
strap, and peripheral units to that piece of equipment.
● Refer to the Electrostatic Discharge Section of the Maintenance & Service Guide for more information.
CAUTION: The computer includes customer self-repair parts and parts that should only be accessed by an
authorized service provider. See the chapter titled "Removal and replacement procedures for Customer Self-
Repair parts," for details. 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.
99
Resources
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 Support Center Provides important support, such as warranty, support http://h20565.www2.hp.com/portal/site/

cases, drivers, Customer Advisories, Customer and hpsc
Security Bulletins, and Product Change Notices.
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW) Provides navigable content intended for use by http://sawpro.atlanta.hp.com/km/saw/
(Available for technicians and internal and outsourced call center staff and can be a home.do
Business Partners only) resource for support and product division
professionals.
Vendors’ web sites Provide additional information for associated http://www.intel.com/content/www/us/en/

components such as Intel (processor, WLAN), Microsoft homepage.html
(Windows 7/8/10), AMD/NVidia (GPU), and so on.
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps

A basic logic should be used when troubleshooting computer issues. This section will help 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: General troubleshooting steps do not have to be followed in a specific order if an issue does not apply.
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue 5. Remove or uninstall recently 8. Hard reset on page 112 Verify solution
on page 101 added hardware, software on page 117
on page 104 9. Soft reset (Default Settings) on page 114
2. Examine the environment
on page 103 6. HP Hardware Diagnostics and 10. Reseat cables and connections
Tools on page 105 on page 114
3. Perform a visual inspection
of hardware on page 104 7. Status lights, blinking light 11. Test with minimum configuration
codes, troubleshooting lights, and on page 115
4. Update BIOS and drivers POST error messages on page 109
on page 104 12. Test with verified working configuration
(hardware and/or operating system)
on page 116
13. Replace the system board on page 116
Identify the issue
100 Chapter 7 Troubleshooting guide

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. The boot-up sequence and associated failures are
described below.
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 7-2 Boot-up sequence
Item Procedure
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
Confirm that power lights are on fan is spinning.
Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in No
Power on page 119.
Common issues: all lights are off; troubleshooting lights are on; does not boot; video is absent.
POST (UEFI/BIOS) Power-On Self-Test (POST) verifies that hardware components (processor, hard drive, memory, etc.) are
functional. When POST is complete, the HP logo displays briefly and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, hangs.
Performance System boots to operating system, and Windows logo screen appears.
(operating system)
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conflict, slow performance, display
issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 104 table below 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 3 and table 4 represent the failure classification for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.
1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases, issues
may be identified and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4. Display
5. I/O devices (Input/Output)
6. Storage
7. Mechanical
General troubleshooting steps 101

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 powered should be listed in (4) Display. Or, in another example, a blue screen 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 7-3 Failure classification by boot-up sequence on page 102
and Table 7-4 Failure classification by hardware devices and mechanical on page 103). This will help isolate the
issue and indicate the next steps. For example, when the computer is running the operating system, it may
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, a Bluetooth issue can be classified under “I/O Device” if needed.
Failure classification by boot-up sequence
Table 7-3 Failure classification by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No Power on page 119 1. No video (with power) on page 125 1. Intermittent shutdown on page 129a
2. Intermittent power-on, shutdown, 2. Blinking lights on page 126 2. Blue screen (BSOD) error on page 154b
reboot on page 121a
3. Diagnostics error messages 3. Freeze at Windows Logo (hang/lockup)
3. AC adapter issue on page 121 on page 126 on page 132
4. Battery not recognized, not charging 4. BIOS password on page 128 4. Electromagnetic Interference (EMI)
on page 122 on page 133
5. Battery discharges too fast 5. No wake up on page 134

on page 123
6. Unresponsive on page 135
6. Burnt smell on page 124
7. Slow performance on page 135c
8. HP Smart Adapter warning message

on page 136
9. Incorrect time and date on page 136
a,b,c
similar symptoms

Failure classification by hardware devices and mechanical
Table 7-4 Failure classification by hardware devices and mechanical
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies 1. Keyboard on page 143 1. Hard drive/solid-state 1. Fan error message - 90B
on page 137 drive not recognized on page 156
2. Keyboard point stick on page 153
2. Dead pixel on page 139 on page 144 2. Noise (sound) on page 157
2. No boot to operating
3. No video (internal) 3. Keyboard backlight system (no read/write 3. Fan runs constantly
on page 139d on page 144 error) on page 153 on page 158
4. No video (external) 4. TouchPad on page 145 3. Read-write error 4. HP Thermal Monitor

on page 140d on page 154 on page 108
5. Network Connectivity
5. DisplayPort/VGA Ethernet (RJ-45 jack) 4. Slow performance 5. Stuck power button
on page 140 on page 145 on page 135c on page 159
6. HDMI on page 140 6. Network connectivity 5. Blue screen (BSOD) error

wireless (WLAN) on page 154b
7. No or bad external video on page 146
via docking on page 141 6. Noisy hard drive
7. WWAN on page 147 on page 155
8. Incorrect or missing color/
distorted image 8. USB on page 148
on page 141
9. Smart card reader
9. Touch screen on page 142 on page 149
10. Speaker, headphone -

audio issues on page 150
11. Thunderbolt (TB)

on page 151
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 may be needed. Perform the following environment inspections:
● Check all cables and connections to be sure that there are no loose connections.
● Confirm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a verified working AC outlet.
● Check for compatibility issues between the computer and third-party devices, peripherals, noncertified
devices, incompatible hardware (i.e., 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, 2-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
It is important to do a visual inspection of the hardware itself. Perform 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, etc.
● Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
4. Update BIOS and drivers

IMPORTANT: Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include fixes for your computer issues, and they may also enhance system performance. HP
continually improves the update process to make it easier. The BIOS update can be done locally through a
manual process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
● See the Computer Setup chapters to manually update BIOS and drivers.
● Refer to specific BIOS update installation instructions that accompany the download.
Remotely deploying 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 designed to streamline the download, extraction,
and installation process of SoftPaqs, including BIOS and drivers.
● HP System Software Manager (SSM) is a software tool designed to simplify the deployment of SoftPaqs to
HP computers.
Analyze the issue
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, when installing a new device be sure that it is seated properly and all cables are correctly connected.
After installing the device, restart the computer and make sure the new device is powered 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
programs installed. 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 different diagnostics and tools to diagnose hardware failure. This section describes how to use some of
these tools. Make sure to check for the latest versions before use.
HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics
(UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives
themselves. 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 http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-
diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt is a
diagnostic tool that supports a wide range of HP Desktop and Notebook computers.
The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused
by the operating system or other software components. In reality, many problems can be determined using this
tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the tool reports a
keyboard error).
The tool has three major functions:
● System Tests - Check the computer’s hardware to assure 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 roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc button 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 shot appearance may vary.
NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so it is available when contacting support. The
information is also available in Test Logs on the Main Menu.
For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).”

HP Support Assistant (HPSA)
HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic
updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC with
Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest version is
installed to receive the most benefit. For more information, see http://www.hp.com/go/hpsupportassistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.

HP BIOS Configuration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the
computer’s BIOS configuration. This can help identify any settings that may be contributing to an issue.
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 from the ftp://ftp.hp.com/pub/idr/ImageDiags/,
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. 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
NOTE: Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and monitor
the temperature values of various components in the system. 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, etc.
Non HP diagnostics tools
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 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
See the chapter titled “External Component Identification” for light locations. The following table describes basic
lights on the computer.
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.
CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer has stopped 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
percent.
Amber: The computer is connected to external power and the battery is charged from 0 to 90
percent.
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 begins blinking rapidly.
By default, the critical battery level is defined in Power Options as 5%.
Off: The battery is fully charged.
Front hard drive light Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
Rear AC adapter light White: The computer is connected to external power.
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 that will help identify
what is causing the issue. The computer uses the blinking lights below to identify a hardware component that
reports an error during startup. For more information, see Blinking lights and boot error codes on page 161.
Table 7-5 Boot-error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded controller unable to load firmware
Caps/num lock lights = 1 blink Processor not executing code
Caps/num lock lights = 2 blinks BIOS recovery code unable to find valid BIOS recovery image
Caps/num lock lights = 3 blinks Memory module error
Caps/num lock lights = 4 blinks Graphics controller error
Caps/num lock lights = 5 blinks System board error
Caps/num lock lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks Sure Start unable to find valid BIOS Boot Block image
Caps/num lock lights = 8 blinks 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
powered 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).
Table 7-6 System diagnostics failure codes and user actions
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.

Table 7-6 System diagnostics failure codes and user actions (continued)
Test description Failure description Error code Suggested user actions
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.
Power Good (Troubleshooting) lights
HP has added troubleshooting power lights to ZBook Gx Mobile Workstations (Studio, ZBook 15, and ZBook 17)
to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable
and/or the system needs a hardware reset.
Example

Example
These lights should be visible after removing the service door, middle cover, heatsink, discrete MXM daughter card, and thermal plastic.
Troubleshooting LEDs diagram
● Example: System board is good. Lights that turn on briefly (< 1 second) and immediately turn off indicate
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and
troubleshooting lights should not be lit. However, other external lights should be lit as normal afterward.
Troubleshooting lights External lights Action Note
Off On Do not replace system board No power-on issue
On Off Replace board Power-on issue
● Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then (2)
power good is low (0V), and troubleshooting lights will turn on.
After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn
off. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove recently
added hardware, test with minimum configuration, etc.) prior to replacing the system board.
Resolve 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 boot-up, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
● 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. You should 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). For 2015
platforms, the battery is considered removable but not accessible. See the battery section for how to remove/
unplug the battery.
To perform a hard reset on a computer with a sealed or non removable battery, use the following steps:
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.
Clear CMOS
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 it is necessary to clear CMOS,
which requires removing and reinserting the 3V RTC battery for a short period of 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.
The notebook service door must be removed to access the CMOS battery. If the computer has a replaceable RTC
battery, see the RTC battery replacement section for the battery removal/replacement.
9. Soft reset (Default Settings)

NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS
settings before taking action.
If your computer is having issues booting, has errors during boot, is running into issues after adding hardware, or
you are having other abnormal system behaviors that cannot be resolved through any other methods (i.e., hard
reset), it may be necessary to reset the system BIOS to default settings.
To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For more
information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your computer
model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide.
10. Reseat cables and connections

NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and
remove the battery or disconnect a non removable battery.
Many problems are caused by improper connections or loose connections due to abnormal movement and
vibration. See Cable management on page 172 and Connector types on page 173 for suggested cable
management practices when removing and installing components.
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and replacement
procedures for Customer Self-Repair parts” chapter for details). 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 163).
● 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 the ”Removal and replacement procedures for authorized service provider parts” chapter).
● Reseating the fan cable can fix POST error 90B (no fan detected) issue (see POST Error Messages and User
Actions on page 163).
● Reseating the power cable can fix a no boot issue.
● Reseating the daughterboards (some models may have a power button board, VGA board, etc.) can resolve
their functional issues.
● Reseating graphics cables and panel connectors can fix distorted/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 and/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, etc.
● In addition to removing recently added components, the issue can be narrowed 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.
● If the computer does not successfully boot the operating system, booting to safe mode may help identify
what may be causing the issue as described below.
Essential hardware configuration
NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system
tested with the system board removed without the heat sink, fan, etc.
If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is to
remove as much as hardware as possible while still maintaining the computer’s ability to turn on.
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:
● System board
● AC adapter (unplug nonremovable battery or remove battery)
● Processor (and heat sink/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, discrete graphics card may not be needed.
● External VGA monitor
● External USB keyboard
● External mouse
NOTE: After the service door is removed, disconnect all connections (internal keyboard, display, discrete GPU,
hard drive/solid-state drive, daughterboards, etc.) to achieve the essential hardware configuration above. DO
NOT disassemble the system board from its enclosure at this time.
Reverse the procedure above by reinstalling each piece of hardware removed, one piece at a time, and testing
your computer after each installation. Since 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 not work properly. By installing each device back into the computer and testing each time, the
failing hardware will eventually be identified.
Safe mode
A driver conflict often results in a blue screen error message. Therefore, booting in safe mode can resolve many
issues in Windows because safe mode forces the computer to load a limited version of Windows which only

contains 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 links below 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
12. Test with verified working configuration (hardware and/or operating system)
One troubleshooting technique that can quickly isolate an issue is using a verified working part while testing. 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 108 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

The system board may be replaced only by authorized service providers. 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 104, 7. Status lights, blinking light codes, troubleshooting lights, and
POST error messages on page 109, 8. Hard reset on page 112, and 9. Soft reset (Default Settings) on page 114,
and/or 10. Reseat cables and connections on page 114 can resolve many system board issues without requiring
the effort of replacing unnecessary hardware.
Review Table 7-1 Troubleshooting methodology and general troubleshooting steps on page 100 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 may be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3V coin-cell battery), the computer automatically reboots. This is a useful feature
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.
Items that may 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 (i.e., CA - Customer Advisory).
● The issue is related to existing or known issues that may be identified in existing support articles.
● Technician may have omitted steps in the provided repair instructions (e.g., 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.

Verify solution
● Verify 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 it
can be located on 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 may save them time calling in.
● Document the correct issue. Update the case with as many details as possible for other agents and
engineering to analyze and study for lessons learned.
Helpful Hints
After you become familiar with the general troubleshooting steps above (General troubleshooting steps
on page 100), follow the helpful hints below before running diagnostics and troubleshooting.
At startup
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 a dock is used.
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
1. To wake the computer:
Helpful Hints 117

a. Press the power button or any key on the keyboard.
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 four 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. If it does not turn on, press the
power button to start the computer.
2. Look for blinking lights on the computer. The blinking lights could be error codes that will help diagnose the
problem.
3. Check all cables for loose or incorrect connections (external devices, power cords, dock, etc.).
4. After installing a non-Plug and Play expansion board or other option, reconfigure the computer. For
example, if you upgrade to a solid-state drive, you may need 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 and/or num lock key. If the caps lock and/or num lock 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, a lot of the following information may be requested when you call, so it may be
helpful to take notes.
● Technical support registration number (if applicable)
● Product serial number
● Product model name and number
● Product identification number
● Applicable error messages
● Add-on boards or hardware
● Third-party hardware or software
● Operating system type and revision level

Common issues and possible solutions
This section contains common issues, symptoms, and a series of tables that describe possible solutions to
issues from Failure classification on page 101 tables. The following sections identify the issue with symptoms
and solutions to resolve an issue.
Power-on 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 in troubleshooting.
Items Procedures
Symptoms Possible causes
● Computer does not start Failed power input to the computer (external power source, AC adapter, faulty battery).
● Display is black or blank Bad connection to the computer (bad power button, power connector).
● No fan noise Defective parts (memory, hard drive, graphics) or failed system board.
● No hard drive spinning
● Lights do not glow
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
Verify external power source (2. Examine the environment on page 103).
Perform a hard reset (8. Hard reset on page 112).
Verify AC adapter
It is preferable to 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 109). Rear power light indicates external power to
the computer is good.
NOTE: Refer to battery replacement section Verify battery condition/status

for removing/replacing the battery
1. Check battery condition (overall result, cycle life, voltage, etc.) using HP PC
Hardware Diagnostics (UEFI) or HPSA tools.
2. Verify that battery is installed properly in battery bay without a gap and that latch
locks are tight (for models with removable batteries).
Common issues and possible solutions 119

Items Procedures
3. Check battery status light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 109). 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 is OK.
7. If there is still no boot, remove battery and boot on AC power only.
The sections below are intended for authorized service providers/technicians.
Verify AC adapter – voltage
1. Measure DC voltage output that should be around 19.5 VDC and acceptable voltage
range is from 18.5 – 20.5 VDC.
2. If the DC voltage is out of range, replace the AC adapter.
NOTE: This action requires a digital voltmeter.
NOTE: 2015 mWS does not have the power Verify power button, power connector
cable between system board and power
connector on chassis 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/pins to power up 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 109)
At this point, there should be sufficient power from the AC adapter to the system board.
Expect to hear the fan spinning and see blinking lights or error messages (i.e., faulty
memory, HDD, etc)
Verify Power Good (Troubleshooting) lights
1. Verify if the system board has power-on issue related. If there is no power-on
issue, move to next steps. For more information, see Power Good
(Troubleshooting) lights on page 111.
2. Verify all connections and reseat parts (10. Reseat cables and connections
on page 114).
Verify system board
1. Test essential hardware configuration (11. Test with minimum configuration

on page 115, 12. Test with verified working configuration (hardware and/or
operating system) on page 116, 13. Replace the system board on page 116) by
removing nonessential parts.
2. If there is still no boot, replace system board.
Tips and tricks Computer automatically boots without pressing power button when RTC 3V battery has
been removed. Therefore, after the service door and RTC 3V battery are removed, no
need to press power button from top side.
In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot.
However, mWS G3 can boot with integrated graphics.

Intermittent power-on, shutdown, reboot
Items Procedures
● Does not always turn on Electrical short, fluctuating power source, unstable power rails, loose connections, bent pins, stray
wires, dust, obvious damage, nearly faulty parts (bulging/leaking capacitor).
● Intermittently hangs
Potentially will turn into a no power issue soon (No Power on page 119).
● Intermittently shuts down
● Spontaneously reboots
1. Visually check power ports on both AC adapter and computer sides.
2. Inspect power sources:
a. Verify AC adapter working correctly. Use a confirmed working adapter to test.
b. Verify that battery is not depleted while system is in Sleep state. Test with a confirmed
working battery.
1. Follow actions in No Power on page 119.
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. Verify that Power Good LEDs are solid.
f. Remedy loose connections and reseat major components (processor, memory, GPU,
hard drive/solid-state drive, etc).
2. Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts
(bulging/leaking capacitor).
3. Test essential hardware configuration (11. Test with minimum configuration on page 115)
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.
AC adapter issue
Solution
● No sign of power AC adapter and others (i.e., external power source)
● No boot Troubleshooting steps

● No rear power light on the system Quick check
● No front power light on the system 1. Verify external power source (2. Examine the environment on page 103).
● Battery does not charge when AC 2. Remove all external devices, including docking station.
adapter is connected

Solution
3. Perform a hard reset for the computer (8. Hard reset on page 112).
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 136 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 109). 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 and tricks The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power
rating and throttling purpose. If this pin is broken, the rear power light will be on but the
power button and front power lights will blink continuously and the computer will not
turn on. Third party AC adapter will not work on the computer.
Use the AC adapter that came with the computer for better performance.
Battery not recognized, not charging
Items Procedures
● No battery status light Defective AC adapter and/or battery.
● Blinking amber (critically low NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good
battery level) AC adapter.
● No boot without AC adapter
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.

Items Procedures
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 112)
2. Soft reset (9. Soft reset (Default Settings) on page 114)
Verify AC adapter
1. Determine whether the computer needs the AC adapter to boot and operate. Sometimes,
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 will report results such as passed, calibrate, weak, replace, no battery and
unknown, and suggest corresponding actions.
Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 105)
● HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty
battery, especially for quickly discharging (short life) battery.
Use HP Support Assistant tools in Windows (HP Support Assistant (HPSA) on page 107)
1. Verify that battery is recognized and charging.
2. Verify battery condition if battery cycle life is over specs (i.e., long life of 1000-cycle life
and 3-year warranty). Battery may have premature capacity loss within its cycle life or
warranty.
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 and tricks See the computer user guide for instructions regarding battery maintenance and increasing
battery life. Also reference http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3.
Battery discharges too fast
Items Procedures
Battery has good status light but discharges AC adapter and/or battery.
too fast
Verify AC adapter
Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between adapter and
computer results in inability to charge battery and causes short run time.

Items Procedures
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: Battery capacity can degrade over time, so check the warranty coverage.
Run a battery test to confirm if 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 processing is running.
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 over specs (long life battery of 1000-cycle life and 3-year
warranty), battery may have capacity loss beyond its lifecycle or warranty.
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 and tricks To conserve battery power, turn off Wireless On-Off button and other peripherals/USB
devices, applications, processes (in Task Manager) when not in use; also, reduce screen
brightness.
Follow HP instructions of how to maintain battery and increase battery life. Also
reference http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3.
Burnt smell
Items Procedures
Emits smoke, burnt smell Defective on-board components.
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).
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
No video (with power)
Items Procedures
● No video (black/blank image) but Failed display

have power
Failed critical components (memory, hard drive, system board)
● Light activity
Loose connection
● No error messages
Recently added hardware
● Fan noise
NOTE: Assume the computer has not previously been set up for multiple displays.
● Hard drive light blinking and hard
drive noise
Quick check
1. Verify that system light activity is OK.
2. Remove all external devices, including docking station. Recently added hardware and/or
applications may cause graphics driver conflict and result in loss of video.
3. Perform hardware reset (8. Hard reset on page 112) 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, etc). 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 104) and perform soft reset (9. Soft reset (Default Settings) on page 114) 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 display, disconnect external display device, open the computer lid and
restart.
1. Verify Power Good lights are on to be sure that system board power is functional.
2. Reseat display cable connection on system board.
3. Reseat display cable connection on display panel side.
4. Examine and reseat major components, such as hard drive, memory.
5. Test with minimum configuration (11. Test with minimum configuration on page 115) by
removing hard drive to isolate operating system issues and testing video in F10 Setup.
6. If video is present, restart and retest the computer.
7. If video is present but bad, go to Display on page 137 section.
8. If issue persists (no video), test with external video.
9. If issue persists, test or replace a confirmed working display.
10. If issue persists, replace discrete graphics card.

Items Procedures
11. If issue persists, replace system board due to defective video function.
Tips and tricks Swipe a metal piece (screwdriver) over wireless/mute buttons to act as if closing lid to force
video output to external display device. See the “External component identification – Display”
section for location of the magnetic sensor.
Blinking lights
Items Procedures
Lights blink on keyboard caps lock/num Blinking lights on startup usually indicate a problem with basic functionality of a critical
lock keys component (processor, BIOS, graphics cards, memory, etc.) due to loose connection, defective
parts, or recently added parts.
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 109) for corrective actions.
3. If internal hardware components (memory, hard drive, etc.) have been recently added, a
component may not be connected properly. Remove and reseat new components (10.
Reseat cables and connections on page 114) one at a time.
Note Since the display may not be functional, lights are used to indicate an error.
Diagnostics error messages
Items Procedures
● Computer has power Diagnostic error messages indicate a problem. There may be a problem with the instruction
being sent from the BIOS to a hardware component (e.g., keyboard failures), or incompatible
● POST error message displays hardware. Can usually be resolved by installing updated firmware for the component.
(Windows logo has not yet
appeared)
1. See 7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages on page 109 for corrective actions. An example of a POST error message is
shown below.

Items Procedures
2. If there is power, you may be able to access BIOS. Reset BIOS to its default condition. (9.
Soft reset (Default Settings) on page 114)
3. Restore hardware to its original condition (i.e., 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 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
Items Procedures
Some sections are unavailable (grayed BIOS administration password is required.

out)
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 user password, contact your IT personnel.
4. If you lost or forgot administrator password, contact HP service to reset the password.
This process requires a unique UUID.
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 BIOS F10 Setup technical white paper at
http://support.hp.com, enter your computer model, and then go to Manuals > White papers >
HP PC BIOS F10 Setup Guide.
Performance (OS)
NOTE: Most software problems occur as a result of the following:
● The application was not installed or configured correctly.
● There is insufficient memory available to run the application.
● There is a conflict between applications.
Make sure that all the needed 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.
HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8, 10 with BIOS UEFI boot mode.
Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean Windows 8, 10
installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to Windows 8, 10. UEFI
Windows 8, 10 avoids many unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS
Legacy setting.

Intermittent shutdown
Items Procedures
● Shutdown during startup It is often difficult to troubleshoot an intermittent issue. Possible causes include the following:
● Shutdown during operation 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.
1. Update BIOS and drivers. (4. Update BIOS and drivers on page 104)
2. Perform hard reset (8. Hard reset on page 112)
3. Perform soft reset (9. Soft reset (Default Settings) on page 114)
Power related issue
1. Verify functionality of AC adapter alone. If no functionality, 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, power 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.
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 105)
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 105) 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).

Items Procedures
2. Verify that lights are solid.
3. If shutdown is reproducible, test essential hardware configuration:
a. If no issue with hardware configuration, reinstall one non essential 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 no boot, replace system board.
Tips and tricks Intermittent issue is difficult to reproduce and troubleshoot. It is important to record details on
shutdown frequencies, system configuration (3D video application) and operating conditions.
Blue screen
Items Procedures
● Have power, light activity, fan spinning Recent changes: conflict of instructions from multiple programs or just added
hardware.
● HP Logo displays briefly
Incompatible hardware and driver.
● Fails to boot into Windows operating system,
displays blue screen, and then crashes, Poor connection (hard drive, memory).
restarts, or stops responding
Hardware malfunctioning due to overheating (GPU, processor).
Defective hardware (memory, hard drive).
Important Notes & Resources Troubleshooting steps
There are many different ways to troubleshoot a blue screen error. Therefore, you
need to identify working configuration (Windows 7/8/10) and specific symptoms of
the failure in order to narrow down the issue. Refer to Blue screen (BSOD) error
on page 154.
Recommended resources
Microsoft knowledge base:
http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screen-
errors
For more information search for HP Troubleshooting Error Messages on a blue

screen at http://www.hp.com.
Overview of General Troubleshooting Steps for a blue screen error

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 112) after disconnecting all external peripherals.
3. Reset BIOS to default (9. Soft reset (Default Settings) on page 114) to prevent booting to another device.
4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 105) to isolate major faulty
hardware issues.

● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system.
● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor
temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics
and Tools on page 105.
5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software
on page 104). For example, incompatible memory or new solid-state drive storage.
6. Reseat cables and connections (10. Reseat cables and connections on page 114). 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 104) 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 165.
e. Boot to safe mode (11. Test with minimum configuration on page 115) to troubleshoot issues.
9. If you cannot start Windows:
a. Boot to safe mode. (11. Test with minimum configuration on page 115)
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 166.
e. Restore computer using System Recovery or image backup to factory settings.
10. Lastly, test with essential hardware configuration (11. Test with minimum configuration on page 115)
along with a verified working operating system (i.e., USB Windows-To-Go), if available, to isolate the
software issue.
Tips & tricks
In some cases, the computer may reboot automatically before you have time to read the blue screen.
To identify the error message itself, disable the automatic restart using one of the following methods:
Right-click on My Computer, and then select Properties > Advanced. Under Startup and Recovery, select Settings.
Clear the Automatically Restart check box.

Windows Advanced Boot Option
Windows 7:
1. Press F8 to open the Windows Advanced Boot Option screen.
2. Select Disable automatic restart on system failure to view error messages.
Windows 8:
1. Press F11 (System Recovery) to open the Windows Advanced Boot Option screen.
2. Select Startup Settings to view error messages.
Freeze at Windows Logo (hang/lockup)
Items Procedures
● Has power, light activity, fan spinning Conflict of instructions from multiple programs or drivers; installing a new hardware or
program that is not compatible (may also cause a blue screen error—see blue screen
● HP Logo displays briefly issue).
● Attempt to boot to operating system and
freeze/hang at Windows logo
● No response to pressing num lock or caps

lock key

Items Procedures
Follow suggested steps below one at a time to verify normal boot process:
1. Disconnect all external peripherals, and perform a hard reset (8. Hard reset
on page 112).
2. Perform soft reset (9. Soft reset (Default Settings) on page 114).
3. Update BIOS and drivers (4. Update BIOS and drivers on page 104).
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 105)
to isolate hardware issue.
5. Undo recent changes in Windows (5. Remove or uninstall recently added

hardware, software on page 104).
6. Reseat cables and connections (10. Reseat cables and connections

on page 114).
7. Start Windows in safe mode (11. Test with minimum configuration on page 115).
8. Use Startup Repair Windows to fix Windows damaged files.
9. Test with essential hardware configuration (11. Test with minimum

configuration on page 115) along with a verified working operating system (i.e.,
USB Windows-To-Go ) if available to isolate the software issue.
Tips and tricks For more information, see http://support.hp.com/us-en/document/c03671001.
Electromagnetic Interference (EMI)
Items Procedures
System locks up, freezes in certain Electromagnetic interference (EMI).

physical area or location
1. See (2. Examine the environment on page 103). 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
Items Procedures
When resuming from a power Power-saving mode; multiple-display setting.

management state the computer may
display: Troubleshooting steps
● Blank screen 1. Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 109) is blinking (indicating Sleep state). Press power
● Some light activity button to exit Sleep.
2. Reset BIOS to default (associated with OS Power Management in Power Menu) (4. Update
BIOS and drivers on page 104)
3. Verify 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 and tricks 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 display on an external display device in the docking configuration.

Unresponsive
Items Procedures
Symptom Possible causes
Unresponsive Program in use has stopped responding to commands.
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
Items Procedures
Slow performance when performing Processor is hot or hard drive is full.

small tasks, or even in idle mode
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 will
work more efficiently.
Also see Slow performance on page 154.
Tips and tricks See Routine Maintenance for Performance Improvement on page 165).
See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space.
See http://windows.microsoft.com/en-us/windows/optimize-windows-better-
performance#optimize-windows-better-performance=windows-vista.

HP Smart Adapter warning message
Items Procedures
Warning message displayed in Less powerful AC adapter, BIOS out of date.

Window
1. Update BIOS that may contain a table that assigns

an appropriate adapter for a certain configuration.
2. Update the latest HP Hotkey Support software

from Drivers website.
3. Verify sufficient power source (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
sub-system, a video balance mode may occur to
further balance the power needs of the system.
System processor functions always have priority over

battery charging, so charging delays will occur first.
Incorrect time and date
Item Procedure
Symptom Possible cause
Incorrect date and time Real-time clock (RTC) battery might need replacement.
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.

Display
Display anomalies
The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians. However,
HP highly recommends that users and technicians observe specific symptom vs. generic symptoms and utilize
the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Symptom
Common display issues with symptoms:

● Blank/black video
● Incorrect/missing color/distorted image
● Flickering image
● Vertical lines (due to LDVS, decreased signal integrity, and data loss)
● Dead pixel (due to display liquid, internal transistor, etc.)
● Horizontal lines (due to video memory)
● Distorted when hot (due to thermal issue)
● Cracked screen/image (physical damage)
● Light leakage/bleeding
Contact support for assistance.
● Humming noise (due to frequency settings)
Contact support for assistance.
Display anomalies
Cracked screen Cracked image Blurred image
Dead pixel Vertical lines Horizontal lines

Quick check
● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc.
● Reset and update BIOS and docking firmware.
● Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc).
For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy
disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error, graphics/
video issues) in the BIOS Legacy setting.
● Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, etc.).
● Test with a verified working external display.
● Boot to Windows in safe mode.
● Test with a verified working operating system (i.e., 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 105), 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 Display section below for specific issues and possible solutions. For
additional information about display problems, refer to 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.
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. Refer to Display Issue: Pixel Anomalies on page 171 for the HP dead pixel policy.
No video (internal)
Items Procedures
No internal video with certain programs Display resolution, brightness, faulty lid switch, running a program requiring a higher resolution
(i.e., video-intensive games) than the display screen can support.
Faulty lid switch may put the system into Sleep or Hibernation mode.
Use an external monitor with higher resolution.
Test with external monitor using HDMI or HP port. Press the power button and close the
computer lid to force video output to external video. If there is still no video, contact support.
References See section No video (with power) on page 125 for display information.

No video (external)
Items Procedures
No image on external External monitor, resolution, display configuration, drivers.

monitor
1. Be sure external monitor is compatible with the

computer.
2. Be sure that external monitor is turned on.
3. Press any key to get out 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
See No video (external) on page 140.
HDMI
Items Procedures
● Display issue Cable, connection, settings.
● Sound issue
Quick Check
1. Verify HDMI device input source is set correctly (i.e., HDMI1).
2. Be sure you are using the correct HDMI cable.
3. Check connection and reconnect the HDMI cable.
4. Verify if sound output is configured correctly in Control Panel > Sound Manager.
1. Perform hard reset (4. Update BIOS and drivers on page 104).
2. Update BIOS and drivers (4. Update BIOS and drivers on page 104) when sound is heard but
no video on HDTV.
References http://support.hp.com/us-en/document/c01186408

No or bad external video via docking
Items Procedures
No or bad image on external monitor via Rooted from system board, software/drivers, dock connectors, docking station hardware/
ports of docking station (VGA, DP, TB, firmware, dock video ports (DP, VGA, etc).
display port, etc.)
1. Be sure that external monitor is powered 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 ZBook 65/150/200 W
Thunderbolt 3 Dock User Guide.” Go to http://support.hp.com/, enter your model number,
and then click Manuals > Technical white papers.
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 (VGA, DP, HDMI, etc.).
6. Verify that dock connectors of the notebook and the dock are clean, without dust, debris
(e.g., using air duster).
7. Ideally, use a verified working operating system/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. Be sure to 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://support.hp.com/, enter your model number, and
then click Manuals > Technical white papers.
Incorrect or missing color/distorted image
Items Procedures
System works normally but the display Loose connection, display cable, display, graphics card.
shows:
● Missing or strange color
Verify with external monitor (i.e., VGA)
● Image distortion
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 display cable and cable connection–Display disassembly is required.
Be sure that external display cables are not pinched or damaged.

Items Procedures
Be sure that external display cables have good connection at both ends (system board and
display panel).
● If moving cables affects the image, it is display cable. Test with a confirmed working cable.
● If moving cables does not affect the image, is display issue. Test with a confirmed working
display
Touch screen
Items Procedures
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.
Configure the touch display in Control Panel > 1. Restart the computer.
Tablet PC Settings
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 above actions resolves the issue.
References https://support.hp.com/us-en/document/c03488148

I/O devices
NOTE:
● Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express, etc).
● If you have problems with external devices not provided by HP, contact device manufacturers for
compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI Express
Card reader, VGA/Display/HDMI monitors, Speakers, etc).
● Be sure I/O devices are properly inserted into the I/O ports, and then be sure the I/O devices are recognized
by Windows Device Manager.
Keyboard
Items Procedures
Keystrokes not recognized Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
Characters not matched
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 lock light turns on when key is pressed.
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 (i.e., 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 verified working operating system or restore operating system to be sure that
the issue is not caused by different language settings, sticky keys feature, etc.
8. Verify that keyboard flex cables are fully inserted and in good condition.
1. Verify if keyboard flex cable is in good condition (no delamination or torn cable end, no
missing or cracked tracks, pads).
2. Verify 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 and tricks A key only works when pressed with force. Inspect and remove debris trapped under keycap.

Keyboard point stick
Items Procedures
Point stick not working properly Dust trapped under point stick, loose point stick cap.
1. Inspect any signs of dust, liquid spill that prevent point stick from working.
2. Check whether point stick cap is loose and reseat it if necessary.
1. Verify whether keyboard flex cables are in good condition (no delamination or torn cable
end, no missing or cracked tracks, pads).
2. Verify 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
Items Procedures
Backlight function not working properly Backlight disabled, loose connection.
NOTE: Not all notebook computers have backlit keyboards.
A keyboard function key lets you turn the light on and off. Verify if backlit feature is not
disabled by pressing a combination of Fn + Backlit key.
1. Verify if backlight flex cables are in good condition (no delamination or torn cable end, no
missing or cracked tracks, pads).
2. Verify 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
Items Procedures
Not working properly On/Off enabled, driver, settings.
1. Ensure TouchPad On/Off light is not amber (disabled). Double touch to enable.
2. Verify if 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).
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 Ethernet (RJ-45 jack)
Items Procedures
● Unable to find networks (yellow bang) Network source, cable, connection, RJ-45 port, driver, settings.
● Connection dropouts
● Slow performance
Quick Check: verify the network status lights that supposed to flash when there
is network activity.
HP Support Assistant tool - No network detected in 1. Turn off the computer’s wireless feature (press wireless button).
HPSA
2. Verify that networking source with recommended distance to the base is
less than 300 feet.
3. Examine the Ethernet cable for damage. Test with a verified working cable.
4. Test with different networks and jacks and check with IT for hardware
compatibility settings.
5. Connect a verified working RJ-45 cable directly to the computer to isolate

other related issues (e.g., router, switch, docking station).
6. Verify Ethernet port lights (RJ-45):
– Green (left): network is connected.
– Amber (right): network is showing activity.
7. Test with HP Support Assistant in Windows.
8. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware

issue from a software issue.

Items Procedures
9. Examine Ethernet ports on the computer, docking station, and wall for
damage, dust, obstructions.
10. Update drivers: Verify that Ethernet module is displayed in Device Manager
and be sure that device driver is up to date. If updating drivers does not
help, try rolling back to previous drivers.
11. Reset BIOS to Default: If other devices can connect to network, but
computer cannot connect, a BIOS setting might be the cause of the
problem. Restore BIOS to default.
12. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.
13. Replace system board and verify that the issue is fixed.
Network connectivity wireless (WLAN)
Items Procedures
● Unable to find networks (yellow bang) Network source, cable, connection, wireless module, driver, settings.
● Connection dropouts
● Slow performance
HP Support Assistant tool - No network detected in Troubleshooting steps

HPSA
1. Turn off the computer’s wired network (remove RJ-45 cable).
2. Examine environment for interference, such as cell phone or microwave, that

may emit high frequencies (above 1 GHz).
3. Verify wireless source by moving computer closer to the wireless base/router.
4. Test with different wireless networks and check with your IT department for
hardware compatibility, settings.
5. Verify that the wireless light is on. If the light is amber, press the wireless
button to enable the wireless device.
6. Test with HP Support Assistant in Windows.
7. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue

from a software issue.
Wireless Adapter Properties - U-APSD support
8. Update drivers: Verify that wireless module is displayed in Device Manager
and be sure that wireless drivers are up to date using www.hp.com or HP
Support Assistant. If updating drivers does not help, try rolling back to
previous drivers.
9. Reset BIOS to Default: If other devices can connect to your wireless network,
but your computer cannot connect, a BIOS setting might be the cause of the
problem. Restore BIOS to default.
10. Configure power management advanced settings as necessary.
In the example to the left, U-APSD support (Unscheduled Automatic Power

Save Delivery) is changed to Disabled to resolve an incompatible access point.
If disabling U-APSD improves the throughput issue, check with the access
point provider for updated firmware that resolves the issue.
11. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.

Items Procedures
12. Test with a verified working wireless module.
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 module antenna cable connection are not loose.
3. Verify antenna cables are properly connected to the MAIN and AUX terminals
(see WLAN module removal and replacement section).
WWAN
Items Procedures
Unable to find networks/service Network source, cable, connection, driver, settings.
1. Update to the latest driver and utility.
2. Check with network service provider for signal coverage.
3. Make sure signal strength is good.
4. Make sure your service is active.
● 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
Items Procedures
● USB devices are not recognized USB devices do not have the latest software drivers, port insufficient power, or not
compliant.
● USB devices are not charging
NOTE: USB Type-C uses a different connector entirely
Examples of USB device Not Recognized Troubleshooting steps
1. Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB
port/hub in case of power surge.
2. Soft Reset (9. Soft reset (Default Settings) on page 114) and verify if USB device is
recognized.
3. Verify if USB device is recognized in Device Manager > Universal Serial Bus Controller,
or USB is recognized without Yellow bang.
4. Verify if the latest USB driver or/and USB chipset driver are installed. USB driver could
be removed and reinstalled.
5. Make sure USB device is supported, for example, USB 3.0 device requires more power
drawn (0.9A) from USB port than USB 2.0 device (0.5A). As a result, identify USB
charging port to be used for charging a USB device, or an external AC power adapter
may be required for an external USB storage to work properly.
6. Test with verified working USB devices (keyboard, mouse, USB key) to make sure USB
ports are functional.
7. Test USB device on a verified working computer to make sure USB device is not
malfunctioning.

Smart card reader
Items Procedures
● Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.
● Unable to write NOTE: Some cards have a read/write security switch on the card. Make sure that switch
is set to “write enabled” before attempting to write data to it.
Card Reader Removal Policy Troubleshooting steps
1. Verify card reader removal policy.
2. Make sure there is no physical damage to the card.
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. Make sure 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.
CAUTION: If the card reader has an in-use indicator light, do not insert or remove
memory cards while the light is flashing. Doing so may cause loss of data on the card or
may permanently damage the card reader.

Speaker, headphone - audio issues
Items Procedures
● No sound from external or internal Volume turned down, sound card not recognized, malfunctioning hardware, electronic
speakers interference.
● Distorted sound, too soft, too

loud, intermittent
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/F7. Be sure that volume button light is not amber
(mute).
- or -
Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4. Verify that 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/F7. Be sure that volume button light is not amber
(mute). Or adjust Windows volume control by clicking 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/F7. Be sure that volume button light is not amber
(mute).
- or -
Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4. Check for possible interference devices nearby that may impact the audio (cell phone or
portable communications handset.)

Thunderbolt (TB)
Items Procedures
Thunderbolt device not working BIOS, drivers, and user settings.
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 TB device is detected in Windows Device Manager.
5. Verify TB port, cable and connection.
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
NOTE:
● Back up all critical data prior to drive troubleshooting.
● Prior to 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.
● 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_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt).
● The drive quick test is recommended 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 will run until an error
occurs).
● If any test fails, record failure code and contact support for instructions on how to order a replacement
hard drive.
● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under
warranty that does not fail the HP Hard Drive Self-Test.
● 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/solid-state drive not recognized
Items Procedures
Hard drive is not recognized during Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
POST
1. Perform a hard reset (8. Hard reset on page 112).
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 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 make sure 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 prior to replacing a drive
as this may resolve related issues.
No boot to operating system (no read/write error)
Items Procedures
● Post error message: Boot Device Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.
not found (3F0)
● Hang when booting to operating
system 1. Verify if 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 (i.e., UEFI Native for Windows 8).
Another example, choosing Legacy Boot Order for an UEFI device will cause "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.
Note If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 163.

Read-write error
Items Procedures
● Post error message (i.e., error Loose connection, faulty hardware.

code 301)
● Hang when working on data, files,
documents 1. Perform a hard reset (8. Hard reset on page 112).
2. Reset BIOS to default (9. Soft reset (Default Settings) on page 114).
3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and
connections on page 114).
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 163.
Slow performance
Items Procedures
Slow performance even when Operating system files, hard drive is full.
performing small read/write operations
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 it will
work more efficiently.
NOTE: Do not defrag an SSD.
Tips & tricks For optimal system performance, you need to place your operating system and all of your most
commonly used applications and files in 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 165).
Blue screen (BSOD) error

Faulty hard drive may cause blue screen error. Perform the drive tests using the HP Diagnostics Tool to make
sure the drive is functional. If all of the tests pass, see Common Blue Screen Error Messages on page 165 for
detailed troubleshooting steps.

Noisy hard drive
IMPORTANT: An SSD has no moving parts, so it does not make loud or clicking noise.
Depending on type and rotational speed, some hard drives will make more noise then others.
Not all noises are related to the fan or hard drive.
Items Procedures
● 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 1. Update BIOS and hard drive firmware.
and operates normally
2. Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all
peripherals (USB storages, dock, etc.).
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 have the hard
drive replaced.
7. If no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation (some

hard drives make a clicking noise when highly fragmented).
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 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 165).

Mechanical
Fan error message - 90B
Items Procedures
Fan error 90B at boot Defective fan; out-of-date BIOS.
CAUTION: May lead to system ● The system fan is not spinning or not spinning properly (loose connection, fan is stuck or
shutdown, data loss or possible system defective).
damage.
● The temperature inside the case is too high, and the fan cannot spin fast enough to
remove the heat due to an obstruction to air flow.
General actions
1. Update BIOS and drivers (4. Update BIOS and drivers on page 104) or reset BIOS to
default. BIOS may implement new fan characteristics and updates for other components.
2. Perform a hard reset (8. Hard reset on page 112). Performing a hard reset can reset
recorded thermal values in memory.
a. Check fan and connection. Reseat fan cable.
b. Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
c. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 105). Be sure that the fan is not producing loud noise and that
fan blades spin correctly.
e. 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/

technicians) to run stress test (processor and GPU) and verify that thermal sensors
are within limits after thermal condition is serviced.
Note 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, fin/ muffler, and thermal grease. Fan
replacement requires reboot and fan function verification using HP PC Hardware Diagnostics
(UEFI) tool.
See https://support.hp.com/us-en/document/c01657439.

Noise (sound)
Items Procedures
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.
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, refer to Fan runs constantly
on page 158.
Noisy hard drive Determine whether the noise comes from the hard drive.
See Noisy hard drive on page 155.
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 137.
The section below is intended for authorized service providers/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
Items Procedures
● Fan never stops running ● BIOS not up to date.
● Generates heat ● Thermal condition (fan, air flow)--fan may not be defective but must run constantly to
remove excess heat generated by electrical components.
● Decreased computer performance
● Inappropriate configuration.
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 104) and reset BIOS to
default. BIOS may implement new fan characteristics and updates for other components.
3. Perform a hard reset (8. Hard reset on page 112). Performing a hard reset can reset
1. Verify fan is spinning. Reseat fan cable before moving to next step.
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 105). Be sure that the fan is not producing loud noise and that
e. Replace the fan.
2. Verify thermal solution
Use Thermal Monitor tool (available only to authorized service providers/technicians)(HP

Thermal Monitor on page 108) 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 (i.e., choosing Balanced mode instead of High
performance). High performance and extensive graphics may 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.

Thermal shutdown (hot)
Items Procedures
Similar to fan runs constantly issue BIOS not up to date, thermal condition (fan, air flow)
(Fan runs constantly on page 158)
● System shutdown
1. Update BIOS and drivers (4. Update BIOS and drivers on page 104) and reset BIOS to
● Abnormal heat default. BIOS may implement new fan characteristics and updates for other component.
● Continually running fan 2. Perform a hard reset (8. Hard reset on page 112). Performing a hard reset can reset
● Decreased computer
performance 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.
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 105). Be sure that the fan is not producing a loud noise and that
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/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.
Stuck power button
Items Procedures
● Rear power indicator light is on Sticky or defective power button.
● Will not turn on when power Troubleshooting steps

button is pressed
General actions
● Automatically powers on
1. Perform a hard reset (8. Hard reset on page 112).
2. Perform a soft reset if system can turn on.
1. Disassemble the unit.
2. Inspect power button on the top cover and on the system board to make sure these
buttons moves freely.

Additional information
The following sections provide additional information that can be used during the troubleshooting process.
Acronyms
The following acronyms are used in this chapter.
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 will not be able to 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.
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.
GPU–Graphics processor unit
GTS–General Troubleshooting Step
HDD–Hard drive
KB–Keyboard
LVDS–Low-Voltage Differential Signaling
MSG–Maintenance and Service Guide
mWS–Mobile Workstations
WS–Workstations
OS–Operating system
PC–Personal computer
POST–Power-On Self-Test
SSD–Solid-state drive
TSG–Troubleshooting Guide
UEFI–Unified Extensible Firmware Interface
WLAN–Wireless local area network
WWAN–Wireless wide area network

Blinking lights and boot error codes
The information below is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655.
In some cases, when the host processor is not executing code or does not have the necessary code to drive the
display, light blink codes inform you of a problem.
Table 7-7 Boot-error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded Controller unable to load firmware
Caps/num lock lights = 1 blink Processor not executing code
Caps/num lock lights = 2 blinks BIOS recovery code unable to find valid BIOS recovery image
Caps/num lock lights = 3 blinks Memory module error
Caps/num lock lights = 4 blinks Graphics controller error
Caps/num lock lights = 5 blinks System board error
Caps/num lock lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks Sure Start unable to find valid BIOS Boot Block image
Caps/num lock lights = 8 blinks Sure Start has identified a problem (Manual Recovery Policy Set)
Processor not executing code

This computer has 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, refer to
General troubleshooting steps on page 100.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will 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. This
problem may be resolved 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, refer to General troubleshooting steps
on page 100.
num lock keys will 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 may be
related to the memory modules in the computer. This problem may be resolved by ensuring that memory
modules are correctly inserted and seated. If this error reoccurs, a service event is required to determine the
source of the error (memory modules or system board) and take the appropriate corrective action.
Additional information 161

num lock keys will both blink three times followed by a pause, then continue in a repeating pattern.
Graphics Controller Error (No Controller)

This computer has experienced a graphics controller initialization problem resulting in a failed startup. This issue
may be related to the graphics controller in your machine. This problem may be resolved by ensuring that the
graphics controller module is seated correctly in machines with modular graphics. If this error reoccurs, a service
event is required to identify the source of the error and take the appropriate corrective action.
num lock keys will both blink four times followed by a pause, 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 may
be related to the system board in the computer. A service event is required to identify the source of the error and
take the appropriate corrective action.
num lock keys will both blink five times followed by a pause, 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 all of the following 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-paper.pdf.
A service event is required to resolve this issue.
num lock keys will both blink six times followed by a pause, 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. A service
event is required to identify the source of the error and take appropriate corrective action.
num lock keys will both blink seven times followed by a pause, 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 will normally repair this type of issue; however, on this computer HP Sure Start has been configured to

operate in manual mode key sequence. 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, a service event is required to identify the source of the error and take
appropriate corrective action.
num lock keys will both blink eight times followed by a pause, then continue in a repeating pattern.
POST Error Messages and User Actions

Test description Failure descriptions Error code Possible user actions
Product Invalid value 00A Contact support for assistance.

information
Startup test Memory module 200 Attempt to reseat the memory module and then repeat the test.
Search http://www.hp.com/support for details on 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 may have failed. Contact support for assistance.
Startup test Hard Disk 2 SMART 302 The hard drive may have failed. Contact support for assistance.
Startup test Hard Disk 1 Quick 303 The hard drive may have failed. Contact support for assistance.
Startup test Hard Disk 2 Quick 304 The hard drive may 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 on 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 may have failed. Contact support for assistance.
Run-in test Hard Disk 2 SMART 302 The hard drive may have failed. Contact support for assistance.
Run-in test Hard Disk 1 Quick 303 The hard drive may have failed. Contact support for assistance.
Run-in test Hard Disk 2 Quick 304 The hard drive may 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 may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 SMART 302 The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 1 Quick 303 The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 Quick 304 The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 1 Full 305 The hard drive may have failed. Contact support for assistance.
Hard Disk Test Hard Disk 2 Full 306 The hard drive may have failed. Contact support for assistance.
Boot Device Boot device not found 3F0 Indicates a potential problem with the hard drive. Please run the hard drive
Manager test.

Test description Failure descriptions Error code Possible user actions
See https://support.hp.com/emea_africa-en/document/c01443371 for

more information.
Boot Device Hard Disk 1 Error 3F1 Indicates a potential problem with the hard drive. Run the hard drive test.
Manager
more information.
Boot Device Hard Disk 2 Error 3F2 Indicates a potential problem with the hard drive. Run the hard drive test.
Manager
more information.
Boot Device Hard Disk 1 SMART 301 Indicates a potential problem with the hard drive. Run the hard drive test.
Manager
more information.
Boot Device Hard Disk 2 SMART 302 Indicates a potential problem with the hard drive. Run the hard drive test.
Manager
more information.
BIOS Recovery BIOS Recovery 500 This message indicates that BIOS recovery was completed successfully. No
Occurred 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. See 4. Update BIOS and drivers
on page 104 for more information.
If reinstalling the BIOS fails, contact support for further assistance.
CMOS Recovery CMOS Recovery 502 This message indicates that CMOS recovery was completed successfully. No
Occurred further action is required.
Battery Check Primary Battery 601 This indicates that the primary battery has very low capacity.
Replace
Search http://www.hp.com/support for details on using the HP Support
replacement.
Battery Check Secondary Battery 602 This indicates that the secondary battery has very low capacity.
Replace
Search http://www.hp.com/support for details on using the HP Support
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. For more information, see the chapter titled “Removal
and replacement procedures for Customer Self-Repair parts.”
Fan Fan not operating 90B The system fan may be malfunctioning.
correctly
For information on 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 following table presents a summary of the suggested times for performing the routine maintenance tasks
described in this document.
Tasks Weekly Monthly Occasionally
Perform a system tune up. 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
Common Blue Screen Error Messages

Error message list
The following image shows an example of one possible “https://msdn.microsoft.com/en-us/library/windows/
hardware/hh994433(v=vs.85).aspx” from Microsoft:
The hexadecimal number following the word "STOP" is called the bug check code or Stop code. This is the most
important item on the screen.
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 (MISMATCHED_HAL).

Microsoft general troubleshooting of Windows bug check codes
● If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer
to see if any patches are available.
● Try running HP PC Hardware Diagnostics (UEFI).
● Check with the manufacturer to see if an updated system BIOS or firmware is available.
● 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. To detect which service pack, if any, is installed
on your system, click Start, click Run, type winver, and then press Enter. The About Windows dialog box
displays the Windows version number and the version number of the service pack, if one has been
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

The https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx is one of the primary
tools used by Microsoft software developers to analyze and resolve errors that result in memory dumps. Use the
tool 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)
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).
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.
● Save the workspace.

6. Open the crash dump file.

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 may have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the
viewable area. These cosmetic imperfections are common to all display panel types and are not specific to any
HP model or product line.
All display panel defects should be examined at the highest possible resolution using both the brightest and
darkest possible backgrounds, because some sub-pixel failures may 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 7-8 Electrical defect allowances
Panel resolution Accept Reject
Sub-pixel faults
VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD N ≤ 2 Type 1 N ≥ 3 Type 1
N ≤ 2 Type 2
WXGA+, SXGA+, HD+, SXGA+ N ≤ 3 Type 1 N ≥ 4 Type 1
N ≤ 3 Type 2
WSXGA+, UXGA, FHD, WUXGA 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) S ≥ 25 mm S < 25 mm
Cluster with 2 or more sub-pixels with sub-pixel faults Not allowed
Dim lines Not allowed
Cross line(s) on/off Not allowed
Horizontal line(s) on/off Not allowed
Vertical line(s) on/off Not allowed
NOTE: All LCD panel defects should be examined at the highest possible resolution using both the brightest
and darkest possible backgrounds, as some sub-pixel failures may not be readily visible under certain
conditions.
NOTE: Contact support for assistance if issues are not listed.

Cable management
Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management
practices when removing and installing components.
● Handle cables with care to avoid damage.
● Apply only the tension required to seat or unseat cables during insertion or removal from the connector.
● 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 lay properly by themselves or in the cable guides and chassis areas designed for
cable routing.
CAUTION: 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
IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands.
There are several different types of connectors on the system board with different requirements for cable
removal or insertion.
Flex cable
When connecting flex cables to a ZIF connector, rotate the latch to 90 degrees, push the cable completely,
evenly into the connector, and then close the latch.
When removing flex cables from a ZIF connector on the system board, the latch must be released before the
cable can be removed. Always follow these steps:
1. Flip the connector latch 90 degrees to release the cable.
2. Grasp the cable end of the connector and pull it straight out.
CAUTION: Always release connector latch before removing the cable. Otherwise, pulling the cable could
damage the cable pins and result in a failed device.
Horizontal installation cable

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 flat tool to push evenly into
receptacle.

Multi-pin horizontal insert connector (LVDS cable to display panel)
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 procedure above 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.
Multi-pin vertical insert connector (LVDS cable to system board)

● Remove the connector gasket prior to removing the connector.
● If the connector has a plastic pull tab, use 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/installing the connector.

For more information about cable management, see Cable management on page 172.

8 Computer Setup (BIOS), TPM, and HP Sure
Start
Using Computer Setup

Computer Setup, 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). Computer Setup includes
settings for the types of devices installed, the startup sequence of the computer, and the amount of system and
extended memory.
NOTE: Use extreme care when making changes in Computer Setup. Errors can prevent the computer from
operating properly.
Starting Computer Setup

▲ Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
Using a USB keyboard or USB mouse to start Computer Setup (BIOS)

You can start Computer Setup by using a keyboard or mouse connected to a USB port, but you must first disable
FastBoot.
1. Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device Options
menu.
2. Clear the check box for Fast Boot.
3. To save your changes and exit, select the Save icon in the lower-right corner of the screen, and then follow
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
Navigating and selecting in Computer Setup

● To select a menu or a menu item, use the tab key and the keyboard arrow keys and then press enter, or
use a pointing device to select the item.
● To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or use
the up arrow key or the down arrow key on the keyboard.
● To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow the
on-screen instructions.
176 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start

To exit Computer Setup menus, choose one of the following methods:
● To exit Computer Setup menus without saving your changes:
Select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
● To save your changes and exit Computer Setup menus:
Select the Save icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Restoring factory settings in Computer Setup

NOTE: Restoring defaults will not change the hard drive mode.
To return all settings in Computer Setup to the values that were set at the factory, follow these steps:
1. Start Computer Setup. See Starting Computer Setup on page 176.
2. Select Main, and then select Apply Factory Defaults and Exit.
NOTE: On select products, the selections may display Restore Defaults instead of Apply Factory Defaults
and Exit.
3. Follow the on-screen instructions.

4. To save your changes and exit, select the Save icon in the lower-right corner of the screen, and then follow
– or –
NOTE: Your password settings and security settings are not changed when you restore the factory settings.
Updating the BIOS

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

To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your
computer.
BIOS version information (also known as ROM date and System BIOS) can be accessed by pressing fn+esc (if you
are already in Windows) or by using Computer Setup.
Using Computer Setup 177

2. Select Main, and then select System Information.
3. To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the
screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
To check for later BIOS versions, see Downloading a BIOS update on page 178.
Downloading a BIOS update

CAUTION: 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 on 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.
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.
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. Make a note of the date, name, or other identifier. You may 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.
NOTE: If you connect your computer to a network, consult the network administrator before installing any
software updates, especially system BIOS updates.
BIOS installation procedures vary. Follow any instructions that are displayed on the screen after the download is
complete. If no instructions are displayed, 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.
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.
178 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start

NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file
from your hard drive.
Changing the boot order using the f9 prompt

To dynamically choose a boot device for the current startup sequence, follow these steps:
1. Access the Boot Device Options menu:
● Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device
Options menu.
2. Select a boot device, press enter, and then follow the on-screen instructions.
TPM BIOS settings (select products only)

IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure
that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or
licenses must be obtained if applicable. For any compliance issues arising from your operation/usage of TPM
which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will not
be responsible for any related liabilities.
TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup (BIOS).
NOTE: If you change the TPM setting to Hidden, TPM is not visible in the operating system.
To access TPM settings in Computer Setup:

2. Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
Using HP Sure Start (select products only)

Select computer models are configured with HP Sure Start, a technology that monitors the computer's BIOS for
attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the
BIOS to its previously safe state, without user intervention.
HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default
configuration. The default configuration can be customized by advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.
TPM BIOS settings (select products only) 179

9 Backing up, restoring, and recovering
This chapter provides information about the following processes. The information in the chapter is standard
procedure for most products.
● Creating recovery media and backups
● Restoring and recovering your system
For additional information, refer to the HP Support Assistant app.
▲ Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Select the question mark icon in the taskbar.
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.
Creating recovery media and backups

The following methods of creating recovery media and backups are available on select products only. Choose
the available method according to your computer model.
● Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This
step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall
the original operating system in cases where the hard drive is corrupted or has been replaced. For
information on creating recovery media, see Using HP Recovery media (select products only) on page 180.
For information on the recovery options that are available using the recovery media, see Using Windows
tools on page 181.
● Use Windows tools to create system restore points and create backups of personal information. See Using
Windows tools on page 181.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
● On select products, use the HP Cloud Recovery Download Tool to create a bootable USB flash drive for your
HP recovery media. For more information, see Using the HP Cloud Recovery Download Tool (select
products only) on page 182.
Using HP Recovery media (select products only)

If possible, check for the presence of the Recovery partition and the Windows partition. Right-click the Start
button, select File Explorer, and then select This PC.
● If your computer does not list the Windows partition and the Recovery partition, you can obtain recovery
media for your system from support. You can find contact information on the HP website. Go to
http://www.hp.com/support, select your country or region, and follow the on-screen instructions.
● If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery
Manager to create recovery media after you successfully set up the computer. HP Recovery media can be
180 Chapter 9 Backing up, restoring, and recovering

used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the
original operating system and software programs that were installed at the factory and then configures the
settings for the programs. HP Recovery media can also be used to customize the system or restore the
factory image if you replace the hard drive.
– Only one set of recovery media can be created. Handle these recovery tools carefully, and keep them
in a safe place.
– HP Recovery Manager examines the computer and determines the required storage capacity for the
media that will be required.
– To create recovery discs, your computer must have an optical drive with DVD writer capability, and
you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use
rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray) discs;
they are not compatible with HP Recovery Manager software. Or, instead, you can use a high-quality
blank USB flash drive.
– If your computer does not include an integrated optical drive with DVD writer capability, but you
would like to create DVD recovery media, you can use an external optical drive (purchased separately)
to create recovery discs. If you use an external optical drive, it must be connected directly to a USB
port on the computer; the drive cannot be connected to a USB port on an external device, such as a
USB hub. If you cannot create DVD media yourself, you can obtain recovery discs for your computer
from HP. You can find contact information on the HP website. Go to http://www.hp.com/support,
select your country or region, and follow the on-screen instructions.
– Be sure that the computer is connected to AC power before you begin creating the recovery media.
– The creation process can take an hour or more. Do not interrupt the creation process.
– If necessary, you can exit the program before you have finished creating all of the recovery DVDs. HP
Recovery Manager will finish burning the current DVD. The next time you start HP Recovery Manager,
you will be prompted to continue.
To create HP Recovery media using HP recovery manager:
beginning these steps.
1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2. Select Create recovery media, and then follow the on-screen instructions.
If you ever need to recover the system, see Recovering using HP Recovery Manager on page 182.
Using Windows tools

You can create recovery media, system restore points, and backups of personal information using Windows
tools.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see the Get Help app.
▲ Select the Start button, and then select the Get Help app.
NOTE: You must be connected to the Internet to access the Get Help app.
Creating recovery media and backups 181

Using the HP Cloud Recovery Download Tool (select products only)
To create HP Recovery media using the HP Cloud Recovery Download Tool:
1. Go to http://www.hp.com/support.
2. Select Software and Drivers, and then follow the on-screen instructions.
Restore and recovery

There are several options for recovering your system. Choose the method that best matches your situation and
level of expertise:
IMPORTANT: Not all methods are available on all products.
● Windows offers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information see the Get Help app.
▲ Select the Start button, and then select the Get Help app.
NOTE: You must be connected to the Internet to access the Get Help app.
● If you need to correct a problem with a preinstalled application or driver, use the Reinstall drivers and/or
applications option (select products only) of HP Recovery Manager to reinstall the individual application or
driver.
▲ Type recovery in the taskbar search box, select HP Recovery Manager, select Reinstall drivers
and/or applications, and then follow the on-screen instructions.
● If you want to recover the Windows partition to original factory content, you can choose the System
Recovery option from the HP Recovery partition (select products only) or use the HP Recovery media. For
more information, see Recovering using HP Recovery Manager on page 182. If you have not already
created recovery media, see Using HP Recovery media (select products only) on page 180.
● On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the hard drive, you can use the Factory Reset option of HP Recovery media. For more
information, see Recovering using HP Recovery Manager on page 182.
● On select products, if you want to remove the Recovery partition to reclaim hard drive space, HP Recovery
Manager offers the Remove Recovery Partition option.
For more information, see Removing the HP Recovery partition (select products only) on page 184.
Recovering using HP Recovery Manager

HP Recovery Manager software allows you to recover the computer to its original factory state by using the HP
Recovery media that you either created or that you obtained from HP, or by using the HP Recovery partition
(select products only). If you have not already created recovery media, see Using HP Recovery media (select
products only) on page 180.
What you need to know before you get started

● HP Recovery Manager recovers only software that was installed at the factory. For software not provided
with this computer, you must either download the software from the manufacturer's website or reinstall
the software from the media provided by the manufacturer.

IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct
computer issues.
● HP Recovery media must be used if the computer hard drive fails. If you have not already created recovery
media, see Using HP Recovery media (select products only) on page 180.
● To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not
already created recovery media, see Using HP Recovery media (select products only) on page 180.
● If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not
work, you can obtain recovery media for your system from support. You can find contact information from
the HP website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen
instructions.
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data you want to retain.
Using HP Recovery media, you can choose from one of the following recovery options:
NOTE: Only the options available for your computer display when you start the recovery process.
● System Recovery—Reinstalls the original operating system, and then configures the settings for the
programs that were installed at the factory.
● Factory Reset—Restores the computer to its original factory state by deleting all information from the hard
drive and re-creating the partitions. Then it reinstalls the operating system and the software that was
installed at the factory.
The HP Recovery partition (select products only) allows System Recovery only.
Using the HP Recovery partition (select products only)

The HP Recovery partition allows you to perform a system recovery without the need for recovery discs or a
recovery USB flash drive. This type of recovery can be used only if the hard drive is still working.
To start HP Recovery Manager from the HP Recovery partition:
beginning these steps (select products only).
1. Type recovery in the taskbar search box, select HP Recovery Manager, and then select Windows
Recovery Environment.
‒ or –
For computers or tablets with keyboards attached, press f11 while the computer boots, or press and hold
f11 as you press the power button.
For tablets without keyboards:
● Turn on or restart the tablet, and then quickly hold down the volume up button; then select f11.
‒ or –
● Turn on or restart the tablet, and then quickly hold down the volume down button; then select f11.
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.
Restore and recovery 183

Using HP Recovery media to recover
You can use HP Recovery media to recover the original system. This method can be used if your system does not
have an HP Recovery partition or if the hard drive is not working properly.
1. If possible, back up all personal files.
2. Insert the HP Recovery media, and then restart the computer.
NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer boot
order. See Changing the computer boot order on page 184.
Changing the computer boot order

If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is
the order of devices listed in BIOS where the computer looks for startup information. You can change the
selection to an optical drive or a USB flash drive.
To change the boot order:
beginning these steps.
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, and then quickly hold down the volume up button; then select f9.
‒ or –
Turn on or restart the tablet, and then quickly hold down the volume down button; then select f9.
3. Select the optical drive or USB flash drive from which you want to boot.
Removing the HP Recovery partition (select products only)

HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space.
IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery or
create HP Recovery media from the HP Recovery partition. So before you remove the Recovery partition, create
HP Recovery media; see Using HP Recovery media (select products only) on page 180.
NOTE: The Remove Recovery Partition option is only available on products that support this function.
Follow these steps to remove the HP Recovery partition:

1. Type recovery in the taskbar search box, and then select HP Recovery Manager.
2. Select Remove Recovery Partition, and then follow the on-screen instructions.

10 Using HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating
system so that it can isolate hardware failures from issues that are caused by the operating system or other
software components.
When HP PC Hardware Diagnostics (UEFI) detects a failure that requires hardware replacement, a 24-digit Failure
ID code is generated. This ID code can then be provided to support to help determine how to correct the problem.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode and you must
use the keyboard attached.
To start HP PC Hardware Diagnostics (UEFI), follow these steps:

1. Turn on or restart the computer, and quickly press esc.
2. Press f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
NOTE: To download the HP PC Hardware Diagnostics (UEFI) tool to a USB drive, see Downloading HP
PC Hardware Diagnostics (UEFI) to a USB device on page 185.
b. Hard drive
c. BIOS
3. When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the on-
screen instructions.
NOTE: If you need to stop a diagnostic test, press esc.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device

NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe files
are offered.
There are two options to download HP PC Hardware Diagnostics to a USB device.

Download the latest UEFI version
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics section, select the Download link, and then select Run.
Download any version of UEFI for a specific product
1. Go to http://www.hp.com/support.
2. Select Get software and drivers.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 185

3. Enter the product name or number.
– or –
Select Identify now to let HP automatically detect your product.
4. Select your computer, and then select your operating system.
5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you
want.
Additional BIOS crisis recovery tool
HP provides a BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3-in-1 USB key. This tool can be
used by HP authorized service providers to recover systems that have failed due to a corrupted BIOS. For more
information about using the 3-in-1 USB key for BIOS crisis recovery, go to http://www.hp.com/go/techcenter/
pcdiags. Additional information is included in the web-based training offered by HP University. See the modules
that cover HP PC Hardware Diagnostics (UEFI).
186 Chapter 10 Using HP PC Hardware Diagnostics (UEFI)

11 Specifications
Computer specifications
Metric U.S.
Dimensions
Depth 288.4 mm 11.35 in
Width 416 mm 16.4 in
Height (non-touch) 33.5 mm 1.3 in
Height (touch) 33.8 mm 1.3 in
Weight 3.2 kg to 3.4 kg 7.04 lbs to 7.48 lbs
Input power
Operating voltage 19.5 V dc @ 10.3 A – 200 W
Operating current 10.3 A
Temperature
Operating (not writing to optical disc) 0°C to 35°C 32°F to 95°F
Operating (writing to optical disc) 5°C to 35°C 41°F to 95°F
Nonoperating -20°C to 60°C -4°F to 140°F
Relative humidity
Operating 10% to 90%
Nonoperating 5% to 95%
Maximum altitude (unpressurized)
Operating (14.7 to 10.1 psia) -15 m to 3,048 m 50 ft to 10,000 ft
Nonoperating (14.7 to 4.4 psia) -15 m to 12,192 m -50 ft to 40,000 ft
Shock
Operating 125 g, 2 ms, half-sine
Nonoperating 200 g, 2 ms, half-sine
Random vibration
Operating 0.75 g zero-to-peak, 10 Hz to 500 Hz, 0.25 oct/min sweep rate
Nonoperating 1.50 g zero-to-peak, 10 Hz to 500 Hz, 0.5 oct/min sweep rate
NOTE: Applicable product safety standards specify thermal limits for plastic surfaces. The computer operates well within this range of
temperatures.
Computer specifications 187

43. 94 cm (17.3 in) display specifications
Metric U.S.
Active diagonal size 43. 94 cm 17.3 in
Resolution HD: 1600 x 900
FHD: 1920 x 1080
UHD: 3840×2160
Surface treatment Anti-glare (except touch screen)
Brightness FHD (45% CG): 220 nits
FHD (72% CG): 300 nits
UHD: (95% CG) 400 nits
Viewing angle UWVA
Backlight LED
Aspect ratio 16:9
Display panel interface eDP (220 nit)
eDP+PSR (400 nit)
188 Chapter 11 Specifications

12 Power cord set requirements
The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 volts
AC, or from 220 to 240 volts AC.
The 3-conductor power cord set included with the computer meets the requirements for use in the country or
region where the equipment is purchased.
Power cord sets for use in other countries and regions must meet the requirements of the country or region
where the computer is used.
Requirements for all countries

The following 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 amps and a nominal voltage rating of
125 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

Country/region Accredited agency Applicable note number
Australia EANSW 1
Austria OVE 1
Belgium CEBC 1
Canada CSA 2
Denmark DEMKO 1
Finland FIMKO 1
France UTE 1
Germany VDE 1
Italy IMQ 1
Japan METI 3
The Netherlands KEMA 1
Norway NEMKO 1
The People's Republic of China COC 5
South Korea EK 4
Requirements for all countries 189

Country/region Accredited agency Applicable note number
Sweden SEMKO 1
Switzerland SEV 1
Taiwan BSMI 4
The United Kingdom BSI 1
The United States UL 2
1. The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler and wall
plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.
2. The flexible cord must be Type SPT-3 or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type with
a NEMA 5-15P (15 A, 125 V) or NEMA 6-15P (15 A, 250 V) configuration.
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 VCT or VCTF, 3-conductor, 1.00-mm² conductor size. The wall plug must be a two-pole
grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V) configuration.
4. The flexible cord must be Type RVV, 3-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.
5. The flexible cord must be Type VCTF, 3-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.
190 Chapter 12 Power cord set requirements

13 Statement of memory volatility
The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business
computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain
personal data after the system has been powered off and the hard drive has been removed.
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, assuming that no subsequent modifications have been made to the system and assuming that no
applications, features, or functionality have been added to or installed on the system.
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 will also remain in nonvolatile
memory. Use the steps below 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
1. Follow steps (a) through (l) below 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 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, enter the password at the prompt.
b. Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults.
The computer will reboot.
c. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed at
the bottom of the screen.
d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select Yes to
restore security level defaults.
e. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed at
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, then uncheck the checkbox for
DriveLock password on restart. Select OK to proceed.
191
h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning
message.
i. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed at
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) and/or fingerprint reader, 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:
IMPORTANT: If you clear data using Secure Erase, it cannot be recovered.
b. Select the Security menu and scroll down to the Utilities 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.
192 Chapter 13 Statement of memory volatility

Nonvolatile memory usage
Does this Does this
memory memory
store retain data What is the
Nonvolatile customer when power purpose of this How is data input into this How is this memory write-
Memory Type Amount (Size) data? is removed? memory? memory? protected?
HP Sure Start flash 8 MBytes No Yes Provides Data cannot be written to this This memory is protected
(select models protected device via the host processor. by the HP Sure Start
only) backup of The content is managed solely Embedded Controller.
critical System by the HP Sure Start
BIOS code, EC Embedded Controller.
firmware, and
critical
computer
configuration
data for select
platforms that
support HP Sure
Start.
For more
information, see
Using HP Sure
Start (select
models only)
on page 196.
Real Time Clock 256 Bytes No Yes Stores system RTC battery backed-up CMOS This memory is not write-
(RTC) battery date and time is programmed using the protected.
backed-up CMOS and noncritical Computer Setup (BIOS), or
configuration data. changing the Microsoft
memory Windows date & time.
Controller (NIC) 64 KBytes (not No Yes Stores NIC NIC EEPROM is programmed A utility is required to
EEPROM customer configuration using a utility from the NIC write data to this memory
accessible) and NIC vendor that can be run from and is available from the
firmware. DOS. NIC vendor. Writing data to
this ROM in an
inappropriate manner will
render the NIC non-
functional.
DIMM Serial 256 Bytes per No Yes Stores memory DIMM SPD is programmed by Data cannot be written to
Presence Detect memory module the memory vendor. this memory when the
(SPD) configuration module, 128 information. module is installed in a
data Bytes computer. The specific
programmable write-protection method
(not customer varies by memory vendor.
accessible)
System BIOS 9 MBytes Yes Yes Stores system System BIOS code is NOTE: Writing data to
BIOS code and programmed at the factory. this ROM in an
computer Code is updated when the inappropriate manner can
configuration system BIOS is updated. render the computer non-
data. Configuration data and functional.
settings are input using the
A utility is required for
Computer Setup (BIOS) or a
writing data to this
custom utility.
memory and is available
on the HP website; go to
http://www.hp.com/
support. Select Find your
product, and then follow
Nonvolatile memory usage 193

Does this Does this
memory memory
store retain data What is the
Nonvolatile customer when power purpose of this How is data input into this How is this memory write-
Memory Type Amount (Size) data? is removed? memory? memory? protected?
the on-screen
instructions.
Intel Management 1.5 MBytes or 7 Yes Yes Stores Management Engine Code is The Intel chipset is
Engine Firmware MBytes Management programmed at the factory. configured to enforce
(present only in Engine Code, Code is updated via Intel hardware protection to
select Elite or Z Settings, secure firmware update utility. block all direct read/write
models. For more Provisioning Unique Provisioning Data can access to this area. An
information, go to Data and iAMT be entered at the factory or by Intel utility is required for
http://www.hp.com/ third-party data an administrator using the updating the firmware.
support. Select store. Management Engine (MEBx) Only firmware updates
Find your product, setup utility. The third party digitally signed by Intel
and then follow data store contents can be can be applied using this
the on-screen populated by a remote utility.
instructions.) management console or local
applications that have been
registered by an administrator
to have access to the space.
Bluetooth flash 2 Mbit No Yes Stores Bluetooth flash is A utility is required for
(select products Bluetooth programmed at the factory. writing data to this
only) configuration Tools for writing data to this memory and is made
and firmware. memory are not publicly available through newer
available but can be obtained versions of the driver
from the silicon vendor. whenever the flash
requires an upgrade.
802.11 WLAN 4 Kbit to 8 Kbit No Yes Stores 802.11 WLAN EEPROM is A utility is required for
EEPROM configuration programmed at the factory. writing data to this
and calibration Tools for writing data to this memory and is typically
data. memory are not made public. not made available to the
public unless a firmware
upgrade is necessary to
address a unique issue.
Webcam (select 64 Kbit No Yes Stores webcam Webcam memory is A utility is required for
products only) configuration programmed using a utility writing data to this
and firmware. from the device manufacturer memory and is typically
that can be run from not made available to the
Windows. public unless a firmware
upgrade is necessary to
address a unique issue.
Fingerprint reader 512 KByte flash Yes Yes Stores Fingerprint reader memory is Only a digitally signed
(select products fingerprint programmed by user application can make the
only) templates. enrollment in HP ProtectTools call to write to the flash.
Security Manager.

Questions and answers
1. How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and
answer 6 for steps to securely erase data.
Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for information
about resetting the keys.
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 is a replacement for the older BIOS architecture, but
supports much of the legacy BIOS functionality.
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 run-time environment that supports a Graphic User Interface (GUI). In this environment,
you can use either a pointing device (Touchscreen, 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 run-time 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 does the UEFI BIOS reside?
The UEFI BIOS resides on a flash memory chip. A utility is required 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/timing, voltage, and thermal information. This information is written by the module
manufacturer and stored on an EEPROM. This EEPROM cannot be written to 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 data erased?
Questions and answers 195

IMPORTANT: Resetting will result in the loss of information.
These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the keys.
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, simply disabling Secure Boot will not clear the keys.
You must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure
you used to create the Custom Secure Boot Keys, but make the selection to clear or delete all Secure Boot
Keys.
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 models 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. The default configuration can be customized by advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.

14 Recycling
When a non-rechargeable 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 Web site at http://www.hp.com/recycle.
197
Index
Symbols/Numerics boot order spare part numbers 88, 90

`product description changing 184 subcomponents 32
ethernet 5 changing using the f9 prompt display bezel
179 removal 91
A bottom 26 display components 13
AC adapter, spare part numbers 34 buttons display enclosure
action keys 20 center pointing stick 14 spare part number 33
identifying 20 left TouchPad 14 display hinge
keyboard backlight 20 optical drive eject 10 removal 93
mute 20 power 18 display panel
next 20 right TouchPad 14 product description 2
pause 20 display specifications 188
play 20 C docking
privacy screen 20 call answer light 16 product description 6
screen brightness 20 call end light 17 Dual-Mode DisplayPort, identifying
speaker volume 20 camera 13 10
stop 20 identifying 13
switch screen image 21 camera light, identifying 13 E
using 20 camera module esc key, identifying 19
wireless 21 removal 91 ethernet
antennas spare part number 33 product description 5
disconnecting 53 caps lock light, identifying 16 external card expansion
audio chipset, product description 1 product description 5
adjusting volume 20 components
audio, product description 4 bottom 23 F
audio-out (headphone)/audio-in display 13 fan
(microphone) combo jack, front 24 removal 69
identifying 10 keyboard area 14 spare part number 69
left side 12 fans
B rear 25 spare part number 31, 69
backups 180 right side 10 fingerprint reader
battery computer major components 27 spare part number 29
removal 42 Computer Setup fingerprint reader assembly
spare part number 42 navigating and selecting 176 removal 62
spare part numbers 29, 42 restoring factory settings 177 spare part number 62
battery light 11 using a USB keyboard or USB fingerprint reader, identifying 18
bezel mouse to start Computer fixed optical drive
spare part number 32 Setup 176 product description 4
BIOS computer setup 176 flash cache
determining version 177 computer specifications 187 product description 4
downloading an update 178 connector, power 10, 11 fn key, identifying 19
updating 177 fn lock light, identifying 16
Bluetooth label 26 D
display assembly
removal 88, 90
198 Index
G internal microphones, identifying 13, M
graphics card 24 memory
spare part number 30 nonvolatile 191
graphics, product description 1 J product description 2
jacks volatile 191
H audio-out (headphone)/audio-in memory card reader, identifying 12
hardware, locating 9 (microphone) combo 10 memory module
HDD network 12 removal 50, 85
removal 43 RJ-45 (network) 12 spare part number 30
spare part number 29 spare part numbers 50, 85
spare part numbers 43 K microphone
HDD bracket keyboard product description 4
spare part number 29, 43 product description 6 microphone module
HDD connector removal 55 spare part number 33
spare part number 29, 43 spare part number 29, 55 microphone mute key, identifying 20
HDD storage board keyboard backlight microphone mute light, identifying
spare part number 29 action key 20 16
HDMI port, identifying 10 keypad middle cover
heat sink integrated numeric 19 removal 60
removal 73 keys spare part number 30, 60
spare part number 31, 73 action 20 spare part numbers 60
hinge esc 19 minimized image recovery 183
removal 93 fn 19 minimized image, creating 182
hot keys num lock 19 model name 1
microphone mute 20 Windows 19 mute volume action key 20
hotkeys, using 22 MXM discrete graphics card
HP HDMI to DVI adapter, spare part L removal 76
numbers 34 labels spare part number 76
HP PC Hardware Diagnostics (UEFI) Bluetooth 26
using 185 regulatory 26 N
HP Recovery Manager serial number 26 network jack, identifying 12
correcting boot problems 184 service 26 next track action key 20
starting 183 wireless certification 26 NFC antenna
HP Recovery media WLAN 26 spare part number 29
recovery 184 latches NFC module
using 180 service door release 23 removal 66
HP Recovery partition left side components 12 spare part number 66
recovery 183 lights spare part numbers 29
removing 184 AC adapter and battery 11 NFC tapping area, identifying 14
HP Sure Start 196 battery 11 nonvolatile memory 191
HP USB-C to HDMI adapter, spare part call answer 16 num lock light 17
numbers 34 call end 17
HP USB-C to VGA adapter, spare part camera 13 O
numbers 34 caps lock 16 ODD
HP ZBook Thunderbolt 3 1 m cable, fn lock 16 removal 47
spare part numbers 34 microphone mute 16 spare part number 29, 47
num lock 17 operating system, product
I power 16 description 6
integrated numeric keypad, RJ-45 (network) 12 optical drive eject button, identifying
identifying 19 sharing or presenting 16 10
wireless 16
Index 199
optical drive, identifying 10 operating system 6 RTC battery
original system recovery 182 pointing device 6 removal 82
ports 5 spare part number 31, 82
P power requirements 6
pause action key 20 primary SATA storage 4 S
play action key 20 primary storage 3 screen brightness action keys 20
pointing device, product description processors 1 screw kit, spare part number 34
6 product name 1 secondary storage
pointing stick, identifying 14 secondary storage 3 product description 3
ports security 6 security cable slot, identifying 12
Dual-Mode DisplayPort 10 serviceability 7 security, product description 6
HDMI 10 thrid storage 3 sensor
product description 5 video 4 DreamColor 14
USB SuperSpeed 12 wireless networking 5 serial number, computer 26
USB SuperSpeed port with HP product name 1 service door
Sleep and Charge 12 product name and number, removing 40
USB Type-C power connector and computer 26 service door release latch 23
Thunderbolt port with HP Sleep service doorr
and Charge 10 R spare part number 40
power button board raw panel service dover
removal 80 spare part number 32 spare part number 31
spare part number 29, 80 recover service labels, locating 26
power button, identifying 18 options 182 serviceability, product description 7
power connector recovery setup utility
identifying 11 discs 181, 184 navigating and selecting 176
identifying USB Type-C 10 HP Recovery Manager 182 restoring factory settings 177
power cord media 184 sharing or presenting light,
set requirements 189 starting 183 identifying 16
power lights 16 supported discs 181 SIM card
power requirements, product system 182 removal 52
description 6 USB flash drive 184 spare part numbers 52
primary SATA storage using HP Recovery media 181 slots
product description 4 recovery media security cable 12
primary storage creating using HP Recovery smart card 12
product description 3 Manager 181 smart card board
privacy screen action key, using 180 removal 64
identifying 20 recovery partition spare part number 29, 64
processors, product description 1 removing 184 smart card slot, identifying 12
product description regulatory information software installed, locating 9
audio 4 regulatory label 26 solid-state drive
chipset 1 wireless certification labels 26 removal 45, 83
display panel 2 removal/replacement spare part numbers 45, 83
docking 6 procedures 40, 59 speaker
external card expansion 5 removing personal data from volatile removal 78
fixed optical drive 4 system memory 191 spare part number 30, 78
flash cache 4 right side components 10 speaker volume action keys 20
graphics 1 RJ-45 (network) jack, identifying 12 speakers, identifying 18
keyboard 6 RJ-45 (network) lights, identifying special keys, using 19
memory 2 12
microphone 4
200 Index
specifications U
computer 187 USB SuperSpeed port with HP Sleep
display 188 and Charge, identifying 12
SSD USB SuperSpeed port, identifying 12
spare part numbers 29, 45, 83 USB to Gigabit RJ45adapter, spare
SSD storage board part numbers 34
spare part number 29 USB Type-C power connector and
stop action key 20 Thunderbolt port with HP Sleep and
supported discs, recovery 181 Charge, identifying 10
Sure Start USB-C to DisplayPort adapter, spare
using 179 part numbers 34
switch screen image action key 21
system board V
removal 71 vent, identifying 23
spare part number 30 vents, identifying 25
spare part numbers 71 video
system memory, removing personal Dual-Mode DisplayPort 10
data from volatile 191 video, product description 4
system recovery 182 volume
system restore point adjusting 20
creating 181 mute 20
system restore point, creating 180
W
T webcam cover
thrid storage spare part number 32
product description 3 Windows
Thunderbolt port with HP Sleep and system restore point 180, 181
Charge Windows key, identifying 19
identifying USB Type-C 10 Windows tools
top cover using 181
removal 98 wireless action key 21
spare part number 29, 98 wireless antennas
TouchPad disconnecting 53
buttons 14 wireless antennas, identifying 13
removing 67 wireless certification label 26
spare part number 29, 67 wireless light, identifying 16
TouchPad buttons wireless networking
identifying 14 product description 5
TouchPad click board WLAN antenna
illustrated 67 spare part number 33
removing 67 WLAN antennas, identifying 13
spare part number 67 WLAN device 26
TouchPad click board cable WLAN label 26
illustrated 67 WWAN antenna
TouchPad zone spare part number 33
identifying 14 WWAN antennas, identifying 13
TPM settings 179 WWAN module
traveling with the computer 26 removal 53
spare part number 30, 53
Index 201

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HP ZBook 17 G5 Mobile Workstation

Maintenance and Service Guide

The information contained herein is subject to

Second Edition: February 2019

First Edition: May 2018

Document Part Number: L21785-002

1 Product description .................................................................................................................................................................................. 1

3 Illustrated parts catalog ........................................................................................................................................................................ 27

4 Removal and replacement procedures preliminary requirements ................................................................................................ 35

7 Troubleshooting guide .......................................................................................................................................................................... 99

8 Computer Setup (BIOS), TPM, and HP Sure Start ............................................................................................................................ 176

9 Backing up, restoring, and recovering .............................................................................................................................................. 180

10 Using HP PC Hardware Diagnostics (UEFI) ..................................................................................................................................... 185

11 Specifications ..................................................................................................................................................................................... 187

12 Power cord set requirements .......................................................................................................................................................... 189

13 Statement of memory volatility ...................................................................................................................................................... 191

14 Recycling ............................................................................................................................................................................................. 197

Index ........................................................................................................................................................................................................... 198

Product Name HP ZBook 17 G5 Mobile Workstation

Processors 8th-generation Intel® Core™ quad-core processors:

8th Generation Intel® XEON, hexa-core, BGA, processors:

Chipset Integrated with processor

Cannon Lake PCH-H, CM 246

Graphics GT2 Integrated Graphics

Can be configured or used with hybrid when GPU configured

● For Core processors: Intel UHD graphics 630

● For Xeon processors: Intel UHD graphics P630

● Discrete only in BIOS

● NVIDIA® GC6 and GC OFF

● Hybrid (Switchable) Graphics

● NVIDIA Optimus Technology

● AMD™ Enduro Technology

● Open GL 4.5 / Open CL 1.2 / Vulkan 1.0

● DisplayPort 1.3 (supported through Thunderbolt 3 and mini-DP)

● NVIDIA Mosaic Technology

Discrete MXM daughter card:

Panel Supports privacy filter and narrow bezel

Two slots of memory is customer accessible/upgradeable

Supports up to 64 GB of system RAM in the following configurations:

● 65536 MB (16384 MB×4)

● 32768 MB (16384 MB×2 or 8192MB x 4)

● 16384 MB (16384 MB×1 or 8192 MB×2 or 4096 MBx4)

● 8192 MB (8192 MB×1 or 4096 MB×2)

ECC DDR4-2666, available with Xeon processors only

● 65536 MB (16384 MB×4)

● 32768 MB (16384 MB×2 or 8192MB x 4)

● 16384 MB (16384 MB×1 or 8192 MB×2)

2 Chapter 1 Product description

● 8192 MB (8192 MB×1)

Primary storage M.2 solid-state drives (2280):

512 GB, SATA-3, SSD, TLC, FIPS-140–2

256 GB, SATA-3, Self-encrypting drive, Opal 2, TLC

256 GB, NVMe, TLC

256 GB, NVMe, TLC, Opal 2

512 GB, NVMe, TLC

512 GB, NVMe, TLC, Opal 2

1 TB, NVMe, TLC