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HP ZBook Fury G11 Maintenance And Service Manual
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HP ZBook Fury G11 Maintenance And Service Manual

HP ZBook Fury G11 Maintenance And Service Manual

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

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Summary of Contents for HP ZBook Fury G11

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

  • Page 5: Table Of Contents

    Table of contents 1 Product description............................................. 1 2 Components................................................5 Right..................................................5 Left................................................... 6 Display ...................................................7 Low blue light mode (select products only)..............................7 Top cover ................................................9 Keyboard area..............................................9 Touchpad ..............................................9 Touchpad settings ......................................... 9 Adjusting touchpad settings................................10 Turning on the touchpad ..................................10 Touchpad components ....................................10 Lights .................................................
  • Page 6 Grounding the work area......................................35 Recommended materials and equipment..............................35 Cleaning your computer........................................36 Enabling HP Easy Clean (select products only) ............................36 Removing dirt and debris from your computer............................36 Cleaning your computer with a disinfectant..............................37 Caring for wood veneer (select products only) ............................38 Packaging and transporting guidelines..................................38...
  • Page 7 Remotely deploying the BIOS and drivers ..........................99 Analyze the issue..........................................99 5. Remove or uninstall recently added hardware, software ....................99 6. HP Hardware Diagnostics and Tools..............................99 HP PC Hardware Diagnostics (UEFI)............................100 HP BIOS Configuration Utility (BCU)............................101 HP Image Diagnostic Tool ................................102 HP Thermal Monitor....................................
  • Page 8 Incorrect time and date ....................................130 Display ..............................................131 Display anomalies......................................131 Symptom ........................................131 Quick check........................................ 132 HP PC Hardware Diagnostics (UEFI) for video test......................132 Display assembly diagram................................132 Dead pixel..........................................133 No video (internal) ......................................133 No video (external)......................................133 DisplayPort/VGA ........................................134 HDMI ............................................134...
  • Page 9 8 Backing up, restoring, and recovering....................................169 Backing up information and creating recovery media..........................169 Using Windows tools for backing up................................169 Using the HP Cloud Recovery Download Tool to create recovery media (select products only).......169 Restoring and recovering your system..................................169 Creating a system restore ....................................170 Restoring and recovery methods ..................................
  • Page 10 Accessing HP PC Hardware Diagnostics Windows..........................176 Accessing HP PC Hardware Diagnostics Windows from HP Support Assistant..........176 Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)...177 Downloading HP PC Hardware Diagnostics Windows........................177 Downloading the latest HP PC Hardware Diagnostics Windows version from HP..........177 Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store........177...

  • Page 11: Product Description

    400 nits OLED + LBL, antiglare, 5 MP + IR camera, no camera, 400 nits LED, antiglare, HP DreamColor, 120 Hz, 5 MP + IR camera, 500 nits LED, antiglare, HP DreamColor, 120 Hz, no microphone, 500 nits 40.6 cm (16.0 in), WUXGA (1920 × 1200), wide light-emitting diode (WLED) + low blue light, antiglare, UWVA, 100% sRGB, ALS, bent panel with narrow bezel eDP 1.4 + PSR2, no microphone, 400 nits...
  • Page 12 Intel BE200 Wi-Fi® 7 + Bluetooth® 5.4 (vPro) Intel BE200 Wi-Fi 7 + Bluetooth 5.4 (non-vPro) Low-Power Wide-Area Network (LPWAN) Qualcomm 9205 LTE-M (CAT-M1) (requires HP Protect and Trace with Wolf Connect for Mobile narrow [MNB] modules) Wireless Wide Area Network (WWAN) (select products only)
  • Page 13 Power requirements Battery 8 cell, 95 WHr, XL-Long Life, polymer HP Fast Charge Technology HP Smart AC adapter (slim, power factor correction (PFC), 3 pin, 4.5 mm, slim, right-angle barrel (select products only) 230 W 200 W 150 W (UMA models) Power cord C13, 1.83 m (6.0 ft), halogen free (HF), straight, conventional...
  • Page 14 Windows 11 Pro Education Windows 11 Home - HP recommends Windows 11 Pro for Business Windows 11 Home Single Language - HP recommends Windows 11 Pro for Business Windows 11 Pro (Windows 11 Enterprise or Windows 10 Enterprise available with a Volume Licensing...

  • Page 15: Components

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

  • Page 16: Left

    Table 2-1 Right-side components and their descriptions (continued) Component Description RJ-45 (network) jack/status lights Connects a network cable. ● Green (left): The network is connected. ● Amber (right): Activity is occurring on the network. Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it might not prevent the computer from being mishandled...

  • Page 17: Display

    Table 2-2 Left-side components and their descriptions (continued) Component Description USB Type-C® Thunderbolt™ ports with HP Connect USB devices, provide high-speed data transfer, and Sleep and Charge and DisplayPort™ output charge small devices (such as a smartphone), even when the computer is off.
  • Page 18 Comfort Guide also provides important electrical and mechanical safety information. The Safety & Comfort Guide is available on the web at http://www.hp.com/ergo. Table 2-3 Display components and their descriptions Component Description WWAN antennas (select products only)* Send and receive wireless signals to communicate with wireless wide area networks (WWANs).

  • Page 19: Top Cover

    To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. Top cover Use the illustration and table to identify the top cover component.

  • Page 20: Adjusting Touchpad Settings

    Adjusting touchpad settings Use these steps to adjust touchpad settings and gestures. Select the Search icon in the taskbar, type touchpad settings in the search box, and then press enter. Choose a setting. Turning on the touchpad Follow these steps to turn on the touchpad. Select the Search icon in the taskbar, type touchpad settings in the search box, and then press enter.

  • Page 21: Lights

    To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. Lights Use the illustration and table to identify the lights on the computer.

  • Page 22: Button And Fingerprint Reader

    Table 2-6 Lights and their descriptions (continued) Component Description Mute light ● On: Computer sound is off. ● Off: Computer sound is on. Microphone mute light ● On: Microphone is off. ● Off: Microphone is on. Power light ● On: The computer is on. ●...
  • Page 23 Table 2-7 Button and fingerprint reader and their descriptions Component Description Power button ● When the computer is off, press the button briefly to turn on the computer. When the computer is on, press the button briefly to ● initiate Sleep. ●...

  • Page 24: Special Keys

    Table 2-7 Button and fingerprint reader and their descriptions (continued) Component Description Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. ■ Touch your finger to the fingerprint reader. IMPORTANT: To prevent fingerprint logon issues, make sure when you register your fingerprint that all sides of your finger are registered by the fingerprint reader.

  • Page 25: Bottom

    Table 2-8 Special keys and their descriptions (continued) Component Description Power button ● When the computer is off, press the button briefly to turn on the computer. When the computer is on, press the button briefly to ● initiate Sleep. ●...

  • Page 26: Rear

    Table 2-9 Bottom components and their descriptions Component Description Speakers (2) Produce sound. Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation.

  • Page 27: Labels

    Your service label will resemble one of the examples shown below. Refer to the illustration that most closely matches the service label on your computer. Table 2-11 Service label components Component Serial number Product ID HP product name Table 2-12 Service label components Component HP product name Product ID Serial number...

  • Page 28: Using A Sim Card (Select Products Only)

    Before purchasing a SIM card, follow these instructions to determine the correct SIM card size for your computer. Go to http://www.hp.com/support, and then search for your computer by product name or number. Select Product Information. Refer to the listed options to determine which card to purchase.
  • Page 29 Turn the computer upside down on a flat surface, with the service door toward you. Remove the service door, and then remove the battery. Slide the SIM tray cover to the left (1), open the cover (2), and then insert the SIM card into the SIM tray (3).
  • Page 30 Replace the battery and service door. Chapter 2 Components...

  • Page 31: Illustrated Parts Catalog

    To identify the computer major components, use this illustration and table. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
  • Page 32 Display assemblies are available both as whole units and as subcomponents. For information on display subcomponent spare parts, see Display assembly subcomponents on page HP DreamColor, WQUXGA, antiglare, 500 nits, models without a camera N99091-001 HP DreamColor, WQUXGA, antiglare, 500 nits, models with a camera N99092-001...
  • Page 33 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number (9a) Card reader (includes cable) N99108-001 (9b) Card reader cable (included in the Cable Kit, spare part number N19223-001) (10) Speakers (includes left and right speakers, cables, and four rubber isolators) N19218-001 (11) Fans (2, include captive screws and cables)
  • Page 34 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number (16) Heat sink (includes captive screws and replacement thermal material) NOTE: Replacement thermal pads are also available in the Thermal Pad Kit, spare part number N58142-001. For use on models with an NVIDIA high-range graphics card N19230-001 For use on models with an NVIDIA mid-range graphics card...

  • Page 35: Display Assembly Subcomponents

    N39883-001 WLAN module plate (not illustrated, includes double-sided adhesive; component included in the Plastics Kit, spare part number N19226-001) (20a) WWAN module HP 5G Sub-6 Cat 19 WWAN N62079-001 HP 4G LTE-A Pro Cat16 WWAN N65633-001 Qualcomm 9205 LTE-M (CAT-M1) N90688-005 WWAN module plate (not illustrated, includes double-sided adhesive;...
  • Page 36 Table 3-2 Display component descriptions and part numbers Item Component Spare part number Display bezel For use on models with a camera N19209-001 For use on models without a camera N19210-001 Display hinge cover N19234-001 Display Hinge Kit (includes display hinge cover and left and right hinges) N19233-001 Display panel 1000 nits...

  • Page 37: Cables

    Table 3-2 Display component descriptions and part numbers (continued) Item Component Spare part number (7b) Camera module cable (included in the Display Cable Kit) N99102-001 (8a) Display hub board (includes double-sided adhesive; does not include cable) N99099-001 (8b) Display hub board cable (included in the Display Cable Kit) N99102-001 (9a) Sensor module (does not include cable)

  • Page 38: Miscellaneous Parts

    HP USB External DVD+-RW Drive 747080-001 Duckhead adapter for use in Japan L33157-001 HP USB slim SmartCard CCID keyboard (for use in the United States) 911725-001 HP Thunderbolt 280 W G4 docking station combo cable M97106-001 HP Thunderbolt 280 W G4 docking station with combo cable (TAA)
  • Page 39 Table 3-4 Miscellaneous part descriptions and part numbers (continued) Component Spare part number HP 128 Laser Wired Mouse M27885-001 HP 435 Wireless Mouse M62277-001 HP 235 Wireless Mouse M86086-001 Power cord (C13, 1.0 m [3.3 ft], premium) For use in Argentina...
  • Page 40 Table 3-4 Miscellaneous part descriptions and part numbers (continued) Component Spare part number For use in South Africa L22337-001 For use in South Korea L22340-001 For use in Switzerland L22336-001 For use in Taiwan L22342-001 For use in Thailand L22338-001 For use in Thailand (bundle) M85421-001 For use in the United Kingdom...
  • Page 41 Table 3-4 Miscellaneous part descriptions and part numbers (continued) Component Spare part number Plastics Kit (includes fingerprint reader blank insert, SD card blank insert, WLAN plate, and WWAN N19226-001 plate) Cable Kit (includes keyboard hub cable, touchpad cable, smart card cable, SD card cable, NFC N19223-001 cable, and fingerprint reader cable) Screw Kit...

  • Page 42: Removal And Replacement Procedures Preliminary Requirements

    Removal and replacement procedures preliminary requirements Use this information to properly prepare to disassemble and reassemble the computer. Tools required You need the following tools to complete the removal and replacement procedures: ● Nonconductive, nonmarking pry tool ● Phillips P0 screwdriver ●...

  • Page 43: Electrostatic Discharge Information

    ● 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.

  • Page 44: Preventing Electrostatic Damage To Equipment

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

  • Page 45: Grounding The Work Area

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

  • Page 46: Cleaning Your Computer

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

  • Page 47: Cleaning Your Computer With A Disinfectant

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

  • Page 48: Caring For Wood Veneer (Select Products Only)

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

  • Page 49: Accessing Support Information

    When grounding is not possible, use an ionizer to dissipate electric charges. Accessing support information To find the HP support that you need, use this information. Table 4-3 Support information locations Service consideration...
  • Page 50 Support information locations (continued) Service consideration Path to access information Repair professionals To locate repair professionals: Go to www.hp.com. Place the cursor over Support resources to display more options. Select Authorized service providers. Component and diagnosis information, To locate diagnosis information and actions: failure detection, and required action Go to http://www.hp.com/go/techcenter/pcdiags.

  • Page 51: Removal And Replacement Procedures For Customer Self-Repair Parts

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

  • Page 52: Battery

    Remove the service cover: Slide the service cover release latch (1) to the right far enough to access the security screw. If present, remove the Phillips M2.0 × 6.0 security screw (2) that secures the service cover release latch in place. Slide the service cover release latch (3) all the way to the right to release the service cover.

  • Page 53: Wlan Module

    WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP. IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information.
  • Page 54 devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support. Before removing the WLAN module, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 41).

  • Page 55: Wwan Module

    To remove the WWAN module, use this procedure and illustration. Table 5-4 WWAN module descriptions and part numbers Description Spare part number HP 5G Sub-6 Cat 19 WWAN N62079-001 HP 4G LTE-A Pro Cat16 WWAN N65633-001 Qualcomm 9205 LTE-M (CAT-M1)
  • Page 56 Thoroughly clean the thermal material from the surfaces of the WWAN module thermal cover and the WWAN module components each time the WWAN module thermal cover is removed. Replacement thermal material is included with the WWAN module thermal cover kit. The following illustrations show the replacement thermal material locations.

  • Page 57: Memory Modules

    Remove the WWAN module (4) by pulling the module away from the slot at an angle. If the WWAN antenna is not connected to the terminal on the WWAN module, a protective sleeve must be installed on the antenna connector, as shown in the following illustration. To replace the WWAN module, reverse the removal procedures.
  • Page 58 Table 5-5 Memory module descriptions and part numbers (continued) Description Spare part number 8 GB, NECC N37792-001 8 GB, for use in the People's Republic of China N77398-001 Memory module thermal pads N19245-001 Before removing memory modules, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 41).
  • Page 59 The thermal pads are reusable as long as they are not damaged or torn. Take care when removing or transferring the thermal pad from one module to another. The following illustration shows the replacement thermal material locations. Thermal pads are used on the memory modules (1) and on the memory module compartment cover areas (2) that service them.
  • Page 60 To install a memory module: To install a memory module, align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at an angle until it is seated (2). Press down on the module until the side retention clips snap into place (3).

  • Page 61: Solid-State Drive

    When installing memory modules, be sure to install the memory modules into the memory module slots in sequential order, as shown in the following illustration. The first memory module is installed in memory module slot (1), the second memory module is installed in memory module slot (2), the third memory module is installed in memory module slot (3), and the fourth memory module is installed in memory module slot (4).
  • Page 62 Table 5-6 Solid-state drive descriptions and part numbers (continued) Description Spare part number 512 GB, PCIe-4×4, TLC, for use in the People's Republic of China N77393-001 Solid-state drive thermal pads N19245-001 Before removing the SSD, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 41).
  • Page 63 To remove an SSD from slots 1 or 3, first remove the drive from slots 2 or 4. Remove the Phillips M2.0 × 2.5 screw (1) from the left side of the retention cover and the Phillips M2.0 × 2.5 screw (2) from the middle of the retention cover. Swing the SSD retention cover (3) up and away from the drive.
  • Page 64 When installing SSDs, be sure to install the drives into the drive slots in sequential order, as shown in the following illustration. The first SSD is installed in drive slot (1), the second SSD drive is installed in drive slot (2), the third SSD is installed in drive slot (3), and the fourth SSD is installed in drive slot (4).

  • Page 65: Removal And Replacement Procedures For Authorized Service Provider Parts

    To remove and replace computer components, use the procedures described in this section. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions.

  • Page 66: Nfc Module Antenna

    Detach the touchpad cable (3) from the computer. The cable is attached with double-sided adhesive. To replace the touchpad cable, reverse the removal procedures. NFC module antenna To remove the NFC module antenna, use this procedure and illustration. NOTE: The NFC module antenna is included with the touchpad spare part kit with spare part number N50690-001.

  • Page 67: Nfc Module

    Detach the NFC module antenna (2) from the touchpad. The antenna is attached with double-sided adhesive. To replace the NFC module antenna, reverse the removal procedures. NFC module To remove the NFC module, use this procedure and illustration. Table 6-1 NFC module description and part number Description Spare part number...

  • Page 68: Wwan Antenna

    Detach the NFC module (3) from the computer. The module is attached with double-sided adhesive. To install the NFC module, reverse the removal procedures. WWAN antenna To remove the WWAN antenna, use this procedure and illustration. NOTE: The WWAN antenna is included in the Cable Kit, spare part number N19223-001. Before removing the WWAN antenna, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 69: Speakers

    Detach the WWAN antenna transceiver (3) from the computer. The transceiver is attached with double-sided adhesive. To install the WWAN antenna, reverse the removal procedures. Speakers To remove the speakers, use this procedure and illustration. Table 6-2 Speaker description and part number Description Spare part number Speaker Kit (includes left and right speakers, cables, and four rubber isolators)

  • Page 70: Bottom Case

    Remove the speakers (5) from the computer. NOTE: When removing the speakers, make note of the location of the rubber isolator locations. The absence of or damage to these isolators can result in degraded speaker performance. To replace the speakers, reverse the removal procedures. Bottom case To remove the bottom case, use this procedure and illustration.
  • Page 71 Loosen the three Torx5 screws (4) that secure the bottom case to the computer. Disconnect the antenna cables (1) from the WLAN module. Release the WLAN antenna cables from the retention clip (2) built into the bottom case. Disconnect the antenna cables (3) from the WWAN module. Release the WWAN antenna cables from the retention clips (4) built into the bottom case.

  • Page 72: Card Reader Cable

    To replace the bottom case, reverse the removal procedures. Card reader cable To remove the card reader cable, use this procedure and illustration. NOTE: The card reader cable is included in the Cable Kit, spare part number N19223-001. Before removing the card reader cable, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 41).

  • Page 73: Keyboard Hub Cable

    Detach the card reader cable (3) from the computer. The cable is attached with double-sided adhesive. To replace the card reader cable, reverse the removal procedures. Keyboard hub cable To remove the keyboard hub cable, use this procedure and illustration. Table 6-4 Keyboard hub cable description and part number Description...

  • Page 74: Fan

    Detach the keyboard hub cable (3) from the computer. The cable is attached to the computer with double-sided adhesive. To replace the keyboard hub cable, reverse the removal procedures. To remove the fans, use this procedure and illustration. Table 6-5 Fan description and part number Description Spare part number...

  • Page 75: Graphics Card

    Remove the fans (4) from the computer. To replace the fans, reverse the removal procedures. Graphics card To remove the graphics card, use this procedure and illustration. Table 6-6 Graphics card descriptions and part numbers Description Spare part number NVIDIA RTX 5000 Ada, 16 GB N99090-001 NVIDIA RTX 4000 Ada, 12 GB N99089-001...

  • Page 76: System Board

    Remove the three Phillips M2.0 × 7.6 screws (1) that secure the graphics card to the system board. Remove the four Phillips M2.0 × 5.3 screws (2) that secure the graphics card to the system board. Remove the graphics card (3) from the system board. Remove beam connector (4) that sits between card and system board.
  • Page 77 Table 6-7 System board descriptions and part numbers (continued) Description Spare part number Intel Core i7-13850HX, models without WLAN, without WWAN, vPro N95933-xxx Intel Core i7-13850HX, models with WLAN, with WWAN, vPro N95932-xxx Intel Core i5-13600HX, models with WLAN, without WWAN, vPro N95931-xxx Intel Core i5-13600HX, models without WLAN, without WWAN, vPro N95930-xxx...
  • Page 78 Remove the seven Phillips M2.0 × 5.3 screws (1) that secure the system board to the computer. Remove the Phillips M2.0 × 2.3 broad head screw (2) that secures the system board to the computer. Lift the left edge of the system board (1) until it rests at an angle. Remove the system board (2) by sliding it up and to the left at an angle.

  • Page 79: Heat Sink

    To install the system board, reverse the removal procedures. Heat sink To remove the heat sink, use these procedures and illustrations. Table 6-8 Heat sink descriptions and part numbers Description Spare part number NOTE: All heat sink spare part kits include captive screws and replacement thermal material. Replacement thermal pads are also available in the Thermal Pad Kit, spare part number N58142-001.

  • Page 80: Rtc Battery

    Remove the heat sink (2). Thoroughly clean the thermal material from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. The following illustration shows the replacement thermal material locations.

  • Page 81: Audio Jack

    Memory module cover (see Memory modules on page Bottom case (see Bottom case on page Fans (see Fan on page System board (see System board on page Remove the RTC battery: Position the system board upside down. Lift the foam tab (1) off the RTC battery cable. Disconnect the battery cable (2) from the system board connector.

  • Page 82: Fingerprint Reader

    Battery (see Battery on page WWAN module thermal module (see WWAN module on page Memory module cover (see Memory modules on page Bottom case (see Bottom case on page Fans (see Fan on page System board (see System board on page Remove the audio jack: Remove the two Phillips M2.0 ×...

  • Page 83: Fingerprint Reader Cable

    WWAN module thermal module (see WWAN module on page Memory module cover (see Memory modules on page Bottom case (see Bottom case on page Fans (see Fan on page System board (see System board on page Remove the fingerprint reader : Disconnect the fingerprint reader cable (1) from the system board.

  • Page 84: Card Reader

    Remove the service cover (see Service cover on page 41), and then remove the following components: Battery (see Battery on page WWAN module thermal module (see WWAN module on page Memory module cover (see Memory modules on page Bottom case (see Bottom case on page Fans (see Fan on page...

  • Page 85: Nfc Module Cable

    Battery (see Battery on page WWAN module thermal module (see WWAN module on page Memory module cover (see Memory modules on page Bottom case (see Bottom case on page Fans (see Fan on page Card reader cable (see Card reader cable on page System board (see System board on page Remove the card reader:...

  • Page 86: Keyboard Hub

    Bottom case (see Bottom case on page Remove the NFC module cable: Disconnect the NFC module cable (1) from the keyboard hub. Disconnect the NFC module cable (2) from the NFC module. Detach the NFC module cable (3) from the computer. The cable is attached with double-sided adhesive.

  • Page 87: Touchpad

    Disconnect the following cables from the keyboard hub: ● Fingerprint reader cable (ZIF) (1) ● Keyboard cable (ZIF) (2) ● RGB cable (ZIF) (3) ● Backlight cable (ZIF) (4) ● Touchpad cable (ZIF) (5) ● NFC module cable (ZIF) (6) ●...

  • Page 88: Sd Card Reader

    Remove the service cover (see Service cover on page 41), and then remove the following components: Battery (see Battery on page WWAN module thermal module (see WWAN module on page Memory module cover (see Memory modules on page Touchpad cable (see Touchpad cable on page Bottom case (see Bottom case on page...

  • Page 89: Sd Card Reader Cable

    Table 6-14 SD card reader description and part number Description Spare part number SD card reader N99104-001 NOTE: The SD card reader cable is available in the Cable Kit, spare part number N19223-001. Before removing the SD card reader, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 41).

  • Page 90: Display Assembly

    Table 6-15 Display assembly descriptions and part numbers Description Spare part number HP DreamColor, WQUXGA, antiglare, 500 nits, models without a camera N99091-001 HP DreamColor, WQUXGA, antiglare, 500 nits, models with a camera N99092-001 WQUXGA, OLED, BrightView, low blue light, 400 nits, touch screen...
  • Page 91 Table 6-15 Display assembly descriptions and part numbers (continued) Description Spare part number WUXGA, antiglare, 400 nits, models with a camera and WWAN, touch screen N99093-001 WUXGA, antiglare, 400 nits, models without a camera, touch screen N99094-001 WUXGA, antiglare, 400 nits, touch screen N99095-001 Before removing the display assembly, follow these steps: Prepare the computer for disassembly (see...
  • Page 92 Release the camera module cable and the wireless antenna cables from the retention clips (4) built into the fan. Remove the WLAN module plate (1). The WLAN module plate is included in the Plastics Kit, spare part number N19226-001. Disconnect the wireless antenna cables (2) from the WLAN module. NOTE: Computer models have either one or two WLAN antennas.
  • Page 93 Remove the six Phillips M2.5 × 4.6 screws that secure the display assembly to the computer. Swing the front edge of the computer (1) up and away from the display assembly until it rests at a 90-degree angle. Separate the display assembly from the computer (2). To replace the hinge cover or the display assembly subcomponents: ■...
  • Page 94 To replace the display bezel: Flex the outside edge of the top of the bezel (1) away from the display assembly to release it from the display assembly. Flex the outside edges of the left and right sides (2) of the bezel to release them from the display assembly.
  • Page 95 To replace the display hinges: Remove the six Phillips M2.5 × 6.7 screws (1) that secure the hinges to the display back cover. Remove the hinges (2). The display hinges are available using spare part number N19233-001. To replace the display panel: Release the display panel cable from the retention clips (1) that are built into the left hinge area.
  • Page 96 While turning the tweezers, wrap the tape around the tweezers (3) as you continue to pull the tape out from behind the display panel (4). You must pull the tape multiple times before it is completely removed. Remove the display panel from the display back cover. Place the display panel on the work surface with the panel side facing down.
  • Page 97 To replace the ambient light sensor (ALS) module cable: Disconnect the ALS module cable (1) from the ALS module. Disconnect the ALS module cable (2) from the display hub board. Detach the ALS module cable (3) from the display back cover. The cable is attached with double-sided adhesive.
  • Page 98 To replace the camera module cable: Disconnect the camera module cable (1) from the display hub board. Disconnect the camera module cable (2) from the camera module. Detach the camera module cable (3) from the display back cover. The cable is attached with double-sided adhesive.
  • Page 99 To replace the sensor module cable: Disconnect the sensor module cable (1) from the display hub board. Disconnect the sensor module cable (2) from the sensor module. Detach the sensor module cable (3) from the display back cover. The cable is attached with double-sided adhesive.
  • Page 100 To replace the display hub board cable: Disconnect the display hub board cable (1) from the display hub board. Detach the display hub board cable (2) from the display back cover. The cable is attached with double-sided adhesive. The display hub board cable is included in the Display Cable Kit, spare part number N99102-001 and includes double-sided adhesive.
  • Page 101 Detach the display hub board (4) from the display back cover. The board is attached with double-sided adhesive. The display hub board is available using spare part number N99099-001. To replace the WLAN antenna cables and transceivers: Detach the WLAN antenna transceivers (1) from the display back cover. The transceivers are attached to the display back cover with double-sided adhesive.

  • Page 102: Top Cover With Keyboard

    Release the WWAN antenna cables from the routing clips (2) and channels that are built into the left and right hinge areas and bottom edge of the display back cover. The WWAN antenna cables and transceivers are available using spare part number N99107-001.
  • Page 103 Table 6-17 Spare part country codes (continued) For use in country or Spare part For use in country or Spare part For use in country or Spare part region number region number region number France -051 North Africa -FP1 Thailand -281 French Canada -DB1...

  • Page 104: Troubleshooting Guide

    Based on some of the most common symptoms, this chapter identifies logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results. Capturing this information can help identify and resolve the problem more quickly.

  • Page 105: General Troubleshooting Steps

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

  • Page 106: Understand The Issue

    Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears. If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.
  • Page 107 118 No wake up on page 127 Burnt smell on page 118 Unresponsive on page 128 Slow performance on page 129 HP Smart Adapter warning message on page 129 Incorrect time and date on page 130 a,b,c similar symptoms Failure classification by hardware devices To determine failure by device, use this table.

  • Page 108: Examine The Environment

    Table 7-5 Failure classification by hardware devices 4. Display 5. I/O devices 6. Storage 7. Mechanical Display anomalies on Keyboard on page 137 Hard drive or solid-state Noise (sound) on page page 131 drive not recognized on Keyboard pointing stick page 146 Dead pixel on page 133 (select products only) on...

  • Page 109: Update Bios And Drivers

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

  • Page 110: Hp Pc Hardware Diagnostics (Uefi)

    HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics (UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves.

  • Page 111: Hp Bios Configuration Utility (Bcu)

    HP BIOS Configuration Utility (BCU) HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This file can help identify any settings that may be contributing to an issue.

  • Page 112: Hp Image Diagnostic Tool

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

  • Page 113: Blinking Light Codes

    Off: The battery is fully charged. Front hard drive light Blinking white: The hard drive is being accessed. Amber: HP 3D DriveGuard has temporarily parked the hard drive. Rear AC adapter light White: The computer is connected to external power.

  • Page 114: Post Error Messages

    ● BIOS ● Mass storage devices ● Fans The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI). Table 7-8 System diagnostics failure codes and actions to address the failure Test description Failure description Error Suggested user actions...

  • Page 115: Resolve The Issue

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

  • Page 116: Soft Reset (Default Settings)

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

  • Page 117: 11. Test With Minimum Configuration

    NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink or fan. This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and freezing issues.

  • Page 118: Safe Mode

    Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. Non HP diagnostics tools on page 102 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 119: Verify Solution

    Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used was in an HP public document, provide the document information to the customer, letting them know they can locate it on http://www.hp.com. Also, tell them that there are other solutions available on the website.

  • Page 120: Helpful Hints

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

  • Page 121: Consulting With Hp Service

    Press the touchpad On/Off button light. If the light toggles on or off, the touchpad is likely operating correctly. Consulting with HP Service If further HP support is required, this information may be requested when you call. So it may be helpful to take notes. ●...

  • Page 122: No Power

    No power When a unit experiences no power, there are several contributing factors to consider. Be sure to consider all symptoms related to this behavior when troubleshooting. Table 7-9 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Computer does not start Failed power input to the computer (external power source, AC adapter, faulty ●...
  • Page 123 Replace new power connector cable (if the cable exists and is defective) To isolate faulty power connector cable and power button, technicians can short power-on pads or pins to turn on the computer. Contact HP Engineering for this information. Verify blinking lights (7.

  • Page 124: Intermittent Power-On, Shutdown, Reboot

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

  • Page 125: Ac Adapter Issue

    If there is still no rear power light or no boot, replace the AC adapter. Tips The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling. If this pin is broken, the rear power light turns on, but the power button and front power lights blink continuously, and the computer does not turn on.
  • Page 126 Table 7-12 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● No battery status light Defective AC adapter , battery, or both. ● Blinking amber (critically low NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with battery level) a good AC adapter.
  • Page 127 Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. Verify that battery is recognized and charging.

  • Page 128: Battery Discharges Too Fast

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

  • Page 129: Post

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

  • Page 130: Blinking Lights

    Perform hardware reset (8. Hard reset on page 105) and verify that HP Logo is presented correctly on display screen when pressing f10. Test with external monitor via VGA port (or DisplayPort, HDMI, or other). Press power button and close the computer lid to force video output to external video.

  • Page 131: Diagnostic Error Messages

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

  • Page 132: Performance (Os)

    If you lost or forgot the user password, contact your IT personnel. Reference HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655 2015 Business PC models: see the HP PC BIOS F10 Setup Guide at http://support.hp.com. Performance (OS) Most software problems occur as a result of certain situations. ●...
  • Page 133 Verify functionality of AC adapter alone. If it does not work, test with a verified working adapter. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC Hardware Diagnostics (UEFI) tool. Verify connection of power button and cable.

  • Page 134: Blue Screen

    106) to prevent booting to another device. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 99) to isolate major faulty hardware issues. ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory, and system. Chapter 7 Troubleshooting guide...

  • Page 135: Freeze At Windows Logo (Hang Or Lockup)

    ● Thermal Monitor (available only to authorized service providers and technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 99).

  • Page 136: Electromagnetic Interference (Emi)

    Roll back to previous version may be necessary. Go to safe mode to install drivers. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 99) to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 99).

  • Page 137: No Wake Up

    Table 7-22 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System locks up, freezes in certain Electromagnetic interference (EMI). physical area or location Troubleshooting steps (2. Examine the environment on page 98). Pay attention to external power source, high-frequency signals such as cell phones, microwave ovens. Move the computer to different locations nearby to determine where it fails and where it does not fail.

  • Page 138: Unresponsive

    Table 7-23 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes When resuming from a power Power-saving mode; multiple-display setting. management state the computer Troubleshooting steps may display: ● Blank screen Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 102) is blinking (indicating Sleep state).

  • Page 139: Slow Performance

    Perform disk defragmentation to consolidate fragmented data on the hard drive so it works more efficiently. Tips Routine maintenance for performance improvement on page 159. See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space. http://windows.microsoft.com/en-us/windows/optimize-windows-better- performance#optimize-windows-better-performance=windows-vista. HP Smart Adapter warning message Use this information to troubleshoot power adapter warning messages. Slow performance...

  • Page 140: Incorrect Time And Date

    Contact HP for configuration details. Note HP Smart AC adapter warning message: informs you that as power demands increase, the notebook may not perform at full capacity, which may result in longer battery- charging time. In cases of extreme power demands, the system may also throttle back the processor, or with systems that have a discrete video subsystem, a video balance mode may occur to further balance the power needs of the system.

  • Page 141: Display

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

  • Page 142: Quick Check

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

  • Page 143: Dead Pixel

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

  • Page 144: Displayport/Vga

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

  • Page 145: No Or Bad External Video Via Docking

    Be sure that external monitor is compatible with the computer. If applicable, plug the dock in different Type-C ports. For more information, see the technical white paper titled ”HP Elite Dock with Thunderbolt 3 & HP ZBook Dock with Thunderbolt 3.” Go to http://www.hp.com/...

  • Page 146: Touch Screen

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

  • Page 147: I/O Devices

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

  • Page 148: Keyboard Pointing Stick (Select Products Only)

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

  • Page 149: Keyboard Backlight

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

  • Page 150: Network Connectivity (Rj-45 Jack)

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

  • Page 151: Wwan

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

  • Page 152: Smart Card Reader

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

  • Page 153: Speaker, Headphone - Audio Issues

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

  • Page 154: Thunderbolt (Tb)

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

  • Page 155: Storage

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

  • Page 156: Hard Drive Or Solid-State Drive Not Recognized

    If any test fails, record failure code and contact support for instructions about how to order a replacement hard drive. ● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test. ●...

  • Page 157: No Boot To Operating System (No Read-Write Error)

    For multiple storage devices, keep the primary drive with the operating system and remove other devices. Use the HP Hardware Diagnostics tool to verify that the drive is recognized and test it. If the hard drive fails diagnostics, record failure and have the drive replaced.

  • Page 158: Read-Write Error

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

  • Page 159: Slow Performance

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

  • Page 160: Mechanical

    Verify original hard drive connection and flex cable. Reseat hard drive and connection. Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and replace hard drive replace. If you find no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation.

  • Page 161: Fan Runs Constantly

    Table 7-51 Issues, possible causes, and fixes (continued) Items Procedures Noisy fan Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether noise originates from fan. If noise is absent with fan disconnected, see runs constantly on page 151.

  • Page 162: Thermal Shutdown (Hot)

    Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. For more information, see the following links: ●...

  • Page 163: Additional Information

    Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 99).

  • Page 164: Blinking Lights And Boot Error Codes

    In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem. The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. Table 7-54...

  • Page 165: Processor Not Executing Code

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

  • Page 166: Failure System Board Error

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

  • Page 167: Post Error Messages And User Actions

    + up arrow + down arrow. To avoid the need for this manual recovery step, set the HP Sure Start recovery policy to automatic. If this error reoccurs, you must use a service event to identify the source of the error and take appropriate corrective action.
  • Page 168 Primary Battery This code indicates that the primary battery has very low capacity. Replace Search http://www.hp.com/support for details about using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Battery Check Secondary Battery This indicates that the secondary battery has very low capacity.

  • Page 169: Routine Maintenance For Performance Improvement

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

  • Page 170: Bug Check Symbolic Names

    If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available. ● Try running HP PC Hardware Diagnostics (UEFI). ● Check with the manufacturer to see if an updated system BIOS or firmware is available.

  • Page 171: Windows Software Development Kit (Sdk)

    Use the tool (https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx) to determine the cause of the error. Follow general steps for downloading, setting up, and using the Windows 10 debugging tool. A similar process is used for Windows 7 or Windows 8. NOTE: The following screen shots provide only an example of the tool. Specifics shown are not representative of all applications of the debugging tool.
  • Page 172 Select features to install. Run the SDK as an administrator. Set the symbol path. Select File > Symbol File Path. ● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http://msdl.microsoft.com/download/ symbols. Chapter 7 Troubleshooting guide...
  • Page 173 ● Save the workspace. Open the crash dump file. Windows Software Development Kit (SDK)

  • Page 174: Display Issue: Pixel Anomalies

    Lookup for Bug Check 0xC2. Display issue: pixel anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might have minor cosmetic manufacturing anomalies or irregularities such as bright or Chapter 7 Troubleshooting guide...
  • Page 175 Combination = in any combination and any color that are always on or off Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses the following set of criteria when damaged displays are submitted for warranty coverage.

  • Page 176: Cable Management

    Cable management Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when you have to remove and install components. ● Handle cables with care to avoid damage. ● Apply only the tension required to seat or unseat cables during insertion or removal from the connector.

  • Page 177: Horizontal Cable Insertion

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

  • Page 178: Multiple-Pin Vertical Connector (Lvds Cable To System Board)

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

  • Page 179: Backing Up, Restoring, And Recovering

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

  • Page 180: Creating A System Restore

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

  • Page 181: Changing The Computer Boot Order

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

  • Page 182: Computer Setup (Bios), Tpm, And Hp Sure Start

    Use extreme care when making changes in Computer Setup. Errors can prevent the computer from operating properly. To start Computer Setup, turn on or restart the computer, and when the HP logo appears, press enter Computer Setup. Navigating and selecting in Computer Setup You can navigate and select in Computer Setup using one or more methods.

  • Page 183: Updating The Bios

    AC adapter provided with with the computer (select products only), a replacement AC adapter provided by HP, or an AC adapter with the power rating specified on the product label. 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.

  • Page 184: Downloading A Bios Update

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

  • Page 185: Tpm Bios Settings (Select Products Only)

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

  • Page 186: Using Hp Pc Hardware Diagnostics

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

  • Page 187: Accessing Hp Pc Hardware Diagnostics Windows From The Start Menu (Select Products Only)

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

  • Page 188: Installing Hp Pc Hardware Diagnostics Windows

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 179. If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues. Using an HP PC Hardware Diagnostics UEFI hardware failure ID code When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit failure ID code is generated.

  • Page 189: Only)

    Application. Proceed with the troubleshooting tests. Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in some situations. ● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.

  • Page 190: Downloading The Latest Hp Pc Hardware Diagnostics Uefi Version

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

  • Page 191: Customizing Remote Hp Pc Hardware Diagnostics Uefi Settings

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

  • Page 192: Specifications

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

  • Page 193: Solid-State Drive Specifications

    Table 11-2 Display specifications Metric U.S. Active diagonal size 40.6 cm 16.0 in 39.6 cm 15.6 in Resolution 3840 × 2400 (WQUXGA) 1920 × 1200 (WUXGA ) Surface treatment Antiglare (WUXGA and FHD panels) Brightview (OLED panel) Brightness 1000 nits (WUXGA, sRGB panels 500 nits (WQUXGA, DCI-P3 panels 400 nits (WUXGA, sRGB 100 panels)
  • Page 194 Table 11-3 Solid-state drive specifications (continued) 512 GB* 1 TB* 2 TB* 4 TB* Transfer rate Sequential read Up to 2150 MBps Up to 2150 MBps Up to 3500 MBps Up to 3500 MBps Random read Up to 300,000 IOPs Up to 300,000 IOPs Up to 430,000 IOPs Up to 620,000 IOPs...

  • Page 195: Statement Of Memory Volatility

    No applications, features, or functionality were added to or installed on the system. Following system shutdown and removal of all power sources from an HP business computer system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and also remains in nonvolatile memory.
  • Page 196 If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu. Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection to return to the prior menu. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu.

  • Page 197: Nonvolatile Memory Usage

    GFX card Non-volatile; 2 GFX card video Programmed at Utility required to write VBIOS BIOS code factory data to this memory, softpaq tool on HP website. Controller Non-volatile; Stores config data Programmed at Utility required but (NIC) EEPROM and MAC address...

  • Page 198: Questions And Answers

    Table 12-1 Troubleshooting steps for nonvolatile memory usage (continued) Memory type Volatility; size Store Retain Purpose How input to memory How write protected user power if data removed Discrete TPM Non-volatile; Store security and Programmed at Utility required but ST 1.769 encryption data factory limited to factory...
  • Page 199 HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the operating system. Examples of this requirement would be if you upgrade or downgrade the OS.

  • Page 200: Using Hp Sure Start (Select Products Only)

    Those select computer models ship with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. Advanced users can customize the default configuration.

  • Page 201: Power Cord Set Requirements

    Power cord set requirements This chapter provides power cord requirements for countries and regions. The wide-range input feature of the computer permits it to operate from any line voltage from 100 V AC to 120 V AC, or from 220 V AC to 240 V AC. The three-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
  • Page 202 Table 13-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number Germany India Israel Italy Japan Netherlands KEMA New Zealand SANZ Norway NEMKO People's Republic of China Saudi Arabia SASO Singapore South Africa SABS South Korea Sweden SEMKO...
  • Page 203 For 127 V AC, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V AC), with UL and CSA or C-UL marks. For 240 V AC, the flexible cord must be Type H05VV-F three-conductor, 0.75 mm²...

  • Page 204: Recycling

    Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP website at http://www.hp.com/recycle. Chapter 14 Recycling...

  • Page 205: Index

    38 AC adapter boot order disinfecting 37 product description 3 changing using the f9 HP Easy Clean 36 spare part numbers 28 prompt 174 removing dirt and debris 36 adapter, spare part numbers 28 boot order, changing 171...
  • Page 206 Windows 14 illustrated 26 Windows Copilot 14 removal 83 spare part number 26, 83 electrostatic discharge (ESD) 32, HP PC Hardware Diagnostics UEFI labels downloading 179 preventing damage 32-34 Bluetooth 17 failure ID code 178 esc key, identifying 14...
  • Page 207 24, 48 power cord Remote HP PC Hardware microphone mute light, requirements for all Diagnostics UEFI settings identifying 12 countries 191 customizing 181 microphone, product requirements for specific using 180 description 2 countries and regions 191 removal and replacement...
  • Page 208 91, 92 creating 169 wireless antennas, identifying 8 wireless certification label 17 wireless, product description 2 WLAN antenna Thunderbolt port with HP Sleep illustrated 27 and Charge removal 91 identifying USB Type-C 7 spare part number 27, 91 top cover with keyboard...

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