HP EliteBook x360 1030 G3 Notebook PC
Maintenance and Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.
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 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).
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Safety warning notice
Table of contents
1 Product description .................................................................................................................................................................................. 1
2 External component identification ......................................................................................................................................................... 4
Right ........................................................................................................................................................................................... 4
Lights ..................................................................................................................................................................... 9
Speakers and fingerprint reader ..................................................................................................................... 10
Action keys ......................................................................................................................................................... 12
3 Illustrated parts catalog ........................................................................................................................................................................ 16
4 Removal and replacement procedures preliminary requirements ................................................................................................ 22
Service considerations .......................................................................................................................................................... 22
Cables and connectors ..................................................................................................................................... 22
Drive handling .................................................................................................................................................... 23
Electrostatic discharge damage .......................................................................................................................................... 23
5 Removal and replacement procedures for authorized service provider parts ............................................................................ 26
vii
Audio jack board ................................................................................................................................................ 35
Speaker assembly ............................................................................................................................................. 37
TouchPad ............................................................................................................................................................ 39
NFC board ........................................................................................................................................................... 40
WWAN module ................................................................................................................................................... 42
6 Troubleshooting guide .......................................................................................................................................................................... 44
General troubleshooting steps ............................................................................................................................................ 45
Identify the issue ............................................................................................................................................... 46
Boot up sequence .................................................................................................... 46
Failure classification ................................................................................................. 46
Manually updating BIOS and drivers ..................................................................... 49
Remotely deploying BIOS and drivers .................................................................. 49
5. Remove or uninstall recently added hardware, software ................................................. 49
6. HP Hardware Diagnostics and Tools ..................................................................................... 50
HP PC Hardware Diagnostics (UEFI) ...................................................................... 50
HP Support Assistant (HPSA) ................................................................................. 52
HP BIOS Configuration Utility (BCU) ....................................................................... 53
HP Image Diagnostic Tool ....................................................................................... 53
7. Status lights, blinking light codes, troubleshooting lights, and POST error
Status lights .............................................................................................................. 54
8. Hard reset .................................................................................................................................. 57
9. Soft reset (Default Settings) ................................................................................................... 58
10. Reseat cables and connections ........................................................................................... 58
viii
11. Test with minimum configuration ....................................................................................... 59
Essential hardware configuration .......................................................................... 59
Safe mode ................................................................................................................. 60
Helpful Hints ........................................................................................................................................................................... 61
At startup ............................................................................................................................................................ 61
Consulting with HP Service .............................................................................................................................. 62
Common issues and possible solutions ............................................................................................................................. 63
Power-on issues ................................................................................................................................................ 63
Intermittent power-on, shutdown, reboot ............................................................................... 65
AC adapter issue ........................................................................................................................... 66
Burnt smell .................................................................................................................................... 68
POST .................................................................................................................................................................... 69
No video (with power) .................................................................................................................. 69
Blinking lights ................................................................................................................................ 70
BIOS password .............................................................................................................................. 72
Performance (OS) .............................................................................................................................................. 72
Blue screen .................................................................................................................................... 74
Electromagnetic Interference (EMI) ........................................................................................... 77
No wake up .................................................................................................................................... 78
Slow performance ........................................................................................................................ 79
HP Smart Adapter warning message ........................................................................................ 80
Symptom ................................................................................................................... 81
No video (internal) ........................................................................................................................ 83
ix
No video (external) ....................................................................................................................... 84
No or bad external video via docking ........................................................................................ 85
Incorrect or missing color/distorted image .............................................................................. 85
I/O devices .......................................................................................................................................................... 87
Keyboard ........................................................................................................................................ 87
Network Connectivity Ethernet (RJ-45 jack) ............................................................................ 89
WWAN ............................................................................................................................................. 91
Read-write error ........................................................................................................................... 98
Slow performance ........................................................................................................................ 98
Noisy hard drive ............................................................................................................................ 99
Fan error message - 90B .......................................................................................................... 100
Noise (sound) .............................................................................................................................. 101
Thermal shutdown (hot) ........................................................................................................... 103
Additional information ........................................................................................................................................................ 104
Blinking lights and boot error codes ............................................................................................................ 105
Processor not executing code .................................................................................................. 105
BIOS recovery code unable to find valid BIOS recovery image ............................................ 105
Failure - System Board Error .................................................................................................... 106
Intel Trusted Execution Technology (TXT) Error ................................................................... 106
Sure Start unable to find valid BIOS Boot Block image ......................................................... 106
x
Sure Start has identified a problem (Manual Recovery Policy Set) .................................... 106
POST Error Messages and User Actions ...................................................................................................... 107
Routine Maintenance for Performance Improvement .............................................................................. 109
Common Blue Screen Error Messages ........................................................................................................ 109
Error message list ...................................................................................................................... 109
Bug check symbolic names ...................................................................................................... 109
Use Windows Debugging Tool ...................................................................................................................... 110
Cable management ........................................................................................................................................ 116
Connector types .............................................................................................................................................. 117
7 Computer Setup (BIOS), TPM, and HP Sure Start ............................................................................................................................ 119
Navigating and selecting in Computer Setup ............................................................................................. 119
Determining the BIOS version .................................................................................................. 120
Downloading a BIOS update ..................................................................................................... 121
Changing the boot order using the f9 prompt ........................................................................................... 122
Using HP Sure Start (select products only) ..................................................................................................................... 122
8 Backing up, restoring, and recovering .............................................................................................................................................. 123
Creating recovery media and backups ............................................................................................................................. 123
Using HP Recovery media (select products only) ...................................................................................... 123
Using Windows tools ...................................................................................................................................... 124
What you need to know before you get started ................................................................... 125
Using HP Recovery media to recover ...................................................................................... 127
xi
9 Using HP PC Hardware Diagnostics ................................................................................................................................................... 128
Using HP PC Hardware Diagnostics Windows (select products only) ......................................................................... 128
Downloading HP Hardware Diagnostics Windows by product name or number
(select products only) ................................................................................................................ 129
Installing HP PC Hardware Diagnostics Windows ...................................................................................... 129
Using HP PC Hardware Diagnostics UEFI ......................................................................................................................... 129
Starting HP PC Hardware Diagnostics UEFI ................................................................................................ 129
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive .................................................... 130
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select
products only) ............................................................................................................................. 130
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) ................................................... 130
10 Specifications ..................................................................................................................................................................................... 132
Computer specifications ..................................................................................................................................................... 132
xx cm (xx-in) display specifications .................................................................................................................................. 133
Hard drive specifications ..................................................................................................................................................... 133
11 Power cord set requirements .......................................................................................................................................................... 135
Requirements for specific countries and regions ........................................................................................................... 136
12 Statement of memory volatility ...................................................................................................................................................... 138
Questions and answers ...................................................................................................................................................... 142
13 Recycling ............................................................................................................................................................................................. 144
Index ........................................................................................................................................................................................................... 145
xii
1 Product description
Category
Description
Product Name
Processors
HP EliteBook x360 1030 G3 Notebook PC
8th generation Intel® Core® processors:
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●
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i5-8250U, 8 GB and 16 GB with fan/heatsink
i5-8350U, 8 GB and 16 GB with fan/heatsink
i7-8550U, 8 GB and 16 GB with fan/heatsink
i7-8600U, 8 GB and 16 GB with fan/heatsink
Chipset
Graphics
Panels
Intel Premium Chipset
Integrated with processor
Intel UMA Graphics with shared video memory
Intel HD Graphics 620
33.78-cm (13.3-in) LED backlight
Full high-definition (FHD), ultra-wide viewing angle (UWVA), (1920 × 1080) eDP 1.3,
UltraSlim, touch display, 400 nits
FHD, UWVA (1920 × 1080), eDP 1.3, UltraSlim, touch display, 700 nits, touch display,
privacy
Ultra-HD (UHD), (3840 x 2160), eDP 1.3, UltraSlim, UWVA, touch display, 500 nits,
touch display
Memory
On-board (soldered) memory
LPDDR3, 2133 MHz, dual channel support
Supports up to 16GB of system RAM
Primary storage
Supports M.2 SSD SS 2280
Supports the following M.2 SSDs:
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●
●
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128 GB M2 SATA-3
256 GB PCIe NVMe SS Value
256 GB SATA-3 SED OPAL2 TLC
256 GB PCIe Gen 3x4 NVMe SS TLC
512 GB PCIe Gen 3 x 4 NVMe SS TLC
512 GB PCIe Gen 3 x 4 NVMe SS TLC Opal 2
1 TB PCIe Gen 3 x 4 NVMe SS TLC
2 TB PCIe Gen 3 x 4 NVMe SS TLC
Audio and video
Two stereo speakers
HD Bang & Olufsen audio
IR and RGB camera (1080 p), supports IR “Hello” facial recognition with Windows 10.
(supports wide dynamic range)
1
Category
Description
Premium stereo speakers (4)
Integrated multi-array microphone including world-facing 3rd microphone
Discrete amplifiers
Ethernet
Wireless
No direct Ethernet support. Ethernet available from accessory dongle.
WLAN
Integrated wireless local area network (WLAN) options via soldered assembly
Two WLAN antennas built into display assembly
Support for Intel Dual Band Wireless-AC 8265 802.11 AC 2 x 2 WiFi + BT 4.2 combo
adapter
Supports the following:
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●
●
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Miracast
S3/S4 wake on Wireless LAN
Supports WWAN/LAN/WWAN switching
WiFi SAR in BIOS
HP Connection Optimizer
NFC
Integrated Near Field Communication (NFC) module (NXP NPC300 I2C)
NFC antenna configured with NFC option
WWAN
Support for:
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●
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Qualcomm® Snapdragon™ X12, with LTE-Advanced CAT 9
Intel® XMM™ 7360 LTE, with LTE Advanced CAT9
HP lt4132 LTE/HSPA+ 4G Mobile Broadband Module
Support for no WWAN option
External media cards
Ports
Micro SD Media Reader Slot - supports SD, SDHC, SDXC
Headphone/Microphone Combo
HDMI
USB 3.1 Type-C Thunderbolt port (2)
External nano SIM slot for WWAN
Docking
HP Docking Station
Keyboard/pointing devices
Keyboard
Dura keys
Backlit
Backlit – Privacy
Spill-resistant with drain
ClickPad
Gestures enabled by default: two-finger scrolling, two-finger pinch-zoom
2
Chapter 1 Product description
Category
Description
Taps enabled by default
Glass with chemical etched surface
Power requirements
AC adapter:
65-W AC adapter non-PFC USB-C
Power cords:
Duck head power cord – length: 3.29 ft (1.0 m)
Battery:
4-cell, 56.20 Whr, 7.30 Ahr long life polymer battery
Security
Security lock
Touch fingerprint reader
Supports Trusted Platform Module (TPM) 2.0 (Infineon, soldered down)
Full volume encryption
Preboot authentication (password)
Power-on authentication (password)
Operating system
Preinstalled:
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Windows 10 Home 64 Chinese Market CPPP Plus
Windows 10 Home 64 Plus
Windows 10 Home 64 Plus Single Language
Windows 10 Professional 64
Windows 10 Professional 64 StF MSNA Plus (For use with i7 processor and more
than 4 GB RAM only)
Restore media–DR-DVD:
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Windows 10 (available with any Windows 10 operating system)
Windows 10 DRUSB (for service only)
Certified:
●
Microsoft WHQL: Windows 10 64
Web-only support:
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Windows 10 Enterprise 64
Windows 10 Enterprise 64 LTSB 1709
Serviceability
End user replaceable parts:
AC adapter
●
3
2 External component identification
Right
Component
Description
(1)
(2)
Volume button
Battery light
Controls speaker volume on the computer.
When AC power is connected:
●
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●
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.
(3)
USB Type-C power connector and Thunderbolt
ports with HP Sleep and Charge (2)
Connect an AC adapter that has a USB Type-C connector,
supplying power to the computer and, if needed, charging the
computer battery.
– and –
Connect and charge 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 –
Connect 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.
(4)
Security cable slot
Attaches an optional security cable to the computer.
4
Chapter 2 External component identification
Component
(5)
Description
NOTE: The security cable is designed to act as a deterrent, but it
may not prevent the computer from being mishandled or stolen.
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.
Left
Component
(1)
Description
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.
(2)
Audio-out (headphone)/Audio-in (microphone)
combo jack
Connects optional powered stereo speakers, headphones,
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.
(3)
Power button
●
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●
●
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.
Left
5
Component
Description
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
Power Options.
and then select
(4)
(5)
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.
Nano SIM card slot
Supports a wireless subscriber identity module (SIM) card.
Display
Component
(1)
Description
WWAN antennas* (select products only)
WLAN antennas*
Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
(2)
(3)
Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
Camera light(s)
On: One or more cameras are in use.
6
Chapter 2 External component identification
Component
Description
(4)
(5)
Internal microphones
Camera(s)
Record sound.
Allow(s) you to video chat, record video, and record still images. Some
cameras also allow a facial recognition logon to Windows, instead of a
password logon.
NOTE: Camera functions vary depending on the camera hardware
and software installed on your product.
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region.
To access this guide:
▲
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
7
Keyboard area
TouchPad
Component
(1)
Description
TouchPad zone
Reads your finger gestures to move the pointer or activate items
on the screen.
(2)
(3)
Left TouchPad button
Functions like the left button on an external mouse.
Near Field Communications (NFC) tapping area
and antenna* (select products only)
Allows you to wirelessly share information when you tap it with
an NFC-enabled device.
(4)
Right TouchPad 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.
To access this guide:
▲
Select the Start button, select HP Help and Support, and then select HP Documentation.
Select the Start button, select HP, and then select HP Documentation.
‒ or –
▲
8
Chapter 2 External component identification
Lights
Component
(1)
Description
Caps lock light
Mute light
On: Caps lock is on, which switches the key input to all capital
letters.
(2)
(3)
(4)
(5)
●
●
On: Computer sound is off.
Off: Computer sound is on.
Microphone mute light
Num lk light
●
●
On: Microphone is off.
Off: Microphone is on.
On: Num lock is on.
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.
(6)
(7)
(8)
Sharing or presenting light
Call answer light
On: Sharing is on.
On: Call answer is on.
On: Call end is on.
Call end light
Keyboard area
9
Special keys
Component
Description
(1)
(2)
esc key
fn key
Displays system information when pressed in combination with
the fn key.
Executes frequently used system functions when pressed in
combination with another key. Such key combinations are called
hot keys.
Opens the Start menu.
(3)
Windows key
NOTE: Pressing the Windows key again will close the Start
menu.
(4)
(5)
Action keys
Execute frequently used system functions.
Embedded numeric keypad
A numeric keypad superimposed over the keyboard alphabet
keys. When fn+num lk is pressed, the keypad can be used like an
external numeric keypad. Each key on the keypad performs the
function indicated by the icon in the upper-right corner of the key.
NOTE: If the keypad function is active when the computer is
turned off, that function is reinstated when the computer is turned
back on.
(6)
num lk key
Turns the embedded numeric keypad on and off.
Keyboard area 11
Action keys
An action key performs the function indicated by the icon on the key. To determine which keys are on your
▲
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.
12 Chapter 2 External component identification
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.
●
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●
Answers a call.
Starts a call during a 1-on-1 chat.
Places a call on hold.
NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365
servers.
●
●
●
Ends a call.
Declines incoming calls.
Ends screen sharing.
NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365
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 13
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
E
Turns on the insert function.
Pauses the operation.
W
Bottom
Component
(1)
Description
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.
(2)
Speakers
Produce sound.
14 Chapter 2 External component identification
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)
(2)
(3)
(4)
(5)
HP product name
Model number
Product ID
Serial number
Warranty period
Component
(1)
(2)
(3)
(4)
HP product name
Product ID
Serial number
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.
Labels 15
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
16 Chapter 3 Illustrated parts catalog
Item
(1)
Component
Spare part number
Display assembly , touch screen
NOTE: Touch displays are only spared as full hinge-ups. Individual components are
not spared for touch screen displays.
LCD 13 FHD AG UWVA 400 nits touch
L31868-001
L31869-001
LCD 13 FHD AG UWVA 700 nits touch (privacy)
Computer major components 17
Item
Component
Spare part number
L31870-001
L31871-001
L31872-001
L31857-001
LCD 13 FHD BV UWVA 400 nits touch
LCD 13 FHD AG UWVA 700 nits touch (privacy)
LCD 13 FHD BV UWVA 500 nits touch
Power button (spared with volume control board). Includes power button cable
Keyboard/top cover (includes keyboard cable, top cover shielding, and magnets)
For use in the United States
(2)
(3)
L31882-001
L31882-031
L31882-041
L31882–051
L31882–061
L31882–071
L31882–081
L31882–091
L31882–131
For use in the United Kingdom
For use in Germany
For use in France
For use in Italy
For use in Spain
For use in Denmark
For use in Norway
For use in Portugal
For use in Turkey
L31882–141
L31882–541
For use in Turkey (F)
For use in Greece
L31882–151
L31882–161
L31882–171
L31882–201
L31882–211
L31882–251
L31882–261
L31882–271
L31882–281
L31882–291
L31882–A41
L31882–AB1
L31882–AD1
L31882–B31
L31882–B71
L31882–BA1
L31882–BB1
L31882–BG1
For use in Latin America
For use in Saudi Arabia
For use in Brazil
For use in Hungary
For use in Russia
For use in Bulgaria
For use in Romania
For use in Thailand
For use in Japan
For use in Belgium
For use in Taiwain
For use in Korea
For use in Europe
For use in Sweden/Finland
For use in Slovakia
For use in Hebrew
For use in Switzerland
18 Chapter 3 Illustrated parts catalog
Item
Component
Spare part number
L31882–D61
L31882–DB1
L31882–DD1
L31882–DH1
L31882–FL1
L31882–FP1
For use in India
For use in Canada (French/English)
For use in Iceland
For use in the Nordic region (English, Danish, Swedish, Finnish, and Norwegian)
For use in Czechoslovakia and Slovenia
For use in French Africa
For use with products equipped with a privacy panel
For use in the United States
For use in the United Kingdom
For use in Germany
L31883–001
L31883–031
L31883–041
L31883–051
L31883–061
L31883–071
L31883–081
L31883–091
L31883–131
For use in France
For use in Italy
For use in Spain
For use in Denmark
For use in Norway
For use in Portugal
For use in Turkey
L31883–141
L31883–541
For use in Turkey (F)
For use in Greece
For use in Latin America
For use in Saudi Arabia
For use in Brazil
L31883–151
L31883–161
L31883–171
L31883–201
L31883–211
L31883–251
L31883–261
L31883–271
L31883–281
L31883–A41
L31883–AB1
L31883–AD1
L31883–B31
L31883–B71
L31883–BA1
L31883–BB1
For use in Hungary
For use in Russia
For use in Bulgaria
For use in Thailand
For use in Japan
For use in Belgium
For use in Taiwan
For use in Korea
For use in Europe
For use in Sweden/Finland
For use in Slovenia
For use in Israel
Computer major components 19
Item
Component
Spare part number
L31883–BG1
L31883–D61
L31883–DB1
L31883–DD1
L31883–DH1
L31883–FL1
L31883–FP1
L31858-001
L31857-001
L31856-001
L31855-001
L31852-001
L31852-001
For use in Switzerland
For use in India
For use in Canada (French/English)
For use in Iceland
For use in the Nordic region (English, Danish, Swedish, Finnish, and Norwegian)
For use in Czechoslovakia and Slovenia
For use in French Africa
(4)
(5)
(6)
(7)
(8)
(9)
Audio jack board
Volume control board (spared with power button) and cable
NFC module Included with TouchPad
TouchPad (includes NFC board cable)
Fingerprint reader bracket
Fingerprint reader board (includes double-sided adhesive and fingerprint reader
bracket)
(10)
(11)
(12)
Battery
L31852-001
L31857-001
HDMI board bracket
Solid State Drive
128GB M2 SATA-3 TLC
1TB PCIe NVMe TLC
L31873–001
L31874–001
L31875–001
L31876–001
L31877–001
L31878–001
L31879–001
L31880–001
L31881–001
256GB PCIe NVMe TLC
256GB PCIe NVMe Value
2TB PCIe NVMe TLC
360GB PCIe NVMe TLC
512GB PCIe NVMe TLC
512GB PCIe NVMe SED OPAL2 TLC
256GB M2 SATA-3 SED OPAL2 TLC
(13)
System board (includes processor, graphics subsystem with UMA memory, fan/heat
sink, and replacement thermal material)
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 8.1 or Windows 10 operating system
i5-8250U, 8GB with fan/heatsink
i5-8250U, 16GB with fan/heatsink
i5-8350U, 8 GB with fan/heatsink
i5-8350U, 16 GB with fan/heatsink
L31860-xx1
L31861–xx1
L31862–xx1
L31863–xx1
20 Chapter 3 Illustrated parts catalog
Item
Component
Spare part number
L31864–xx1
L31865–xx1
L31866–xx1
L31867–xx1
L29292-800
i7-8550U, 8 GB with fan/heatsink
i7-8550U, 16 GB with fan/heatsink
i7-8650U, 8 GB with fan/heatsink
i7-8650U, 16 GB with fan/heatsink
(14)
WWAN module
HP It4132 LTE/HSPA+ 4G with GPS M.2 WWAN module
(15)
(16)
Speaker assembly (includes cables, left and right speakers, and two rubber isolators) L31854-001
Bottom cover
L31851-001
Miscellaneous parts
Component
Spare part number
AC adapter:
65 W USB-C adapter (non-PFC) – slim
Cable kit
L04650—850
L31853-001
L31859-001
L34181-001
L34182-001
Fan/heat sink
Hardware kit
Screw kit
Miscellaneous parts 21
4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
●
●
●
Flat-bladed screwdriver
Magnetic screwdriver
Phillips P0 and P1 screwdrivers
Torx T8 screw driver
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
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.
22 Chapter 4 Removal and replacement procedures preliminary requirements
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 an optical drive, be sure that a disc is not in the drive and be sure that the optical drive tray is
closed.
Handle drives on surfaces covered with at least one inch of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive or an optical drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective packaging
and label the package “FRAGILE.”
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 tablet 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
Electrostatic discharge damage 23
Typical electrostatic voltage levels
Relative humidity
40%
Event
10%
55%
Walking across vinyl floor
Motions of bench worker
Removing DIPS from plastic tube
Removing DIPS from vinyl tray
Removing DIPS from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
12,000 V
6,000 V
2,000 V
11,500 V
14,500 V
26,500 V
21,000 V
5,000 V
800 V
3,000 V
400 V
700 V
400 V
4,000 V
5,000 V
20,000 V
11,000 V
2,000 V
3,500 V
7,000 V
5,000 V
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, screw drivers, and vacuums.
When fixtures must directly contact dissipative surfaces, use fixtures made only of static-safe materials.
Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids and 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.
24 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
1,500 V
Antistatic plastics
Carbon-loaded plastic
Metallized laminate
Bags
Floor mats
Floor mats
7,500 V
5,000 V
Equipment guidelines 25
5 Removal and replacement procedures for
authorized service provider parts
CAUTION: Components described in this chapter should be accessed only by an authorized service provider.
Accessing these parts can damage the computer or void the warranty.
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
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 for details.
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.
There are as many as xx screws that must be removed, replaced, and/or loosened when servicing the parts
described in this chapter. Make special note of each screw size and location during removal and replacement.
Bottom cover
Description
Spare part number
L31851-001
Bottom cover for use in all models
Before removing the bottom cover, 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 bottom cover:
1. Remove the four Torx T8M2.0×4.3 screws (1) and loosen the captive screw (2) that secures the bottom
cover to the computer.
26 Chapter 5 Removal and replacement procedures for authorized service provider parts
2. Remove the bottom cover (3).
Reverse the removal procedures to install the bottom cover.
Battery
Description
Spare part number
915191-855
4-cell, 49-Whr, 6.4-Ah, Li ion battery
Before disassembling the computer, 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 battery:
1. Disconnect the battery cable from the system board (1).
2. Remove the four Phillips screws (2) that secure the battery to the computer.
Component replacement procedures 27
3. Remove the Phillips broadhead screw, and lift the battery out of the computer (3).
28 Chapter 5 Removal and replacement procedures for authorized service provider parts
Solid State drive
Description
Spare part number
Solid State drive (SSD)
128 GB, M2 SATA-3 TLC
L31873-001
L31875-001
L31881-001
L31876-001
L31878-001
L31879-001
L31874-001
L31877–001
256 GB, PCIe NVMe TLC
256 GB, PCIe NVMe Value
256 GB, SED OPAL2 TLC
512 GB, PCIe Gen 3 x 4 NVMe SS TLC
512 GB, PCIe Gen 3 x 4 NVMe SS TLC
1 TB, PCIe NVMe TLC
2TB, PCIe NVMe TLC
Before removing the SSD, 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 SSD:
1. Remove the Mylar strip that covers the SSD .
Component replacement procedures 29
2. Remove the Phillips PM2.0×1.8 screw (1) that secures the drive to the system board.
3. Remove the drive (2) by pulling it away from the connector.
NOTE: SSDs are designed with notches to prevent incorrect insertion.
Reverse this procedure to reassemble and install the SSD.
30 Chapter 5 Removal and replacement procedures for authorized service provider parts
System board
NOTE: The system board spare part kit includes replacement thermal material.
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 8.1 or Windows 10 operating system
Description
Spare part number
L31860-xxx
L31861-xxx
L31862-xxx
L31863-xxx
L31864-xxx
L31864-xxx
L31865–xxx
L31865–xxx
Equipped with Intel Core i5-8250U processor 8 GB
Equipped with Intel Core i5-8250U processor 16GB
Equipped with Intel Core i5-8350U processor 8 GB
Equipped with Intel Core i5-8350U processor 8 GB
Equipped with Intel Core i7-8550U processor 16 GB
Equipped with Intel Core i7-8550U processor 8 GB
Equipped with Intel Core i7-8650U processor 8 GB
Equipped with Intel Core i7-8650U processor 8 GB
Before removing the system board, 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 system board:
1. Disconnect the following cables:
(1): Audio
(2): Power button
(3): Speaker
(4): Panel
(5): TouchPad
(6): Keyboard back light
(7): NFC module
(8): Keyboard
(9): Fingerprint reader
Component replacement procedures 31
2. Remove the SIM card insert (1), and then remove the 2 long screws (2).
3. Remove the HDMI module (3).
4. Remove the eight Phillips screws (4) that secure the system board to the computer.
5. Pull the system board up (5) and away from the computer (6), making sure the connectors on the side of
the board are clear of the computer.
CAUTION: To avoid damaging or breaking the system board, use two hands when removing the board. Do
not lift up on the narrow end of the board.
32 Chapter 5 Removal and replacement procedures for authorized service provider parts
Reverse this procedure to install the system board.
Component replacement procedures 33
Display assembly
This section describes removing components that require you to completely remove the display panel. Individual
components are not spared for the display assembly.
Before removing the display assembly, 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 display assembly:
1. Open the computer completely and fold the display under the base enclosure.
2. Remove the six Phillips screws (1) that secure the left and right brackets, and open the display slightly.
3. Slide the display slightly toward the front (2) to disengage the display from the computer and remove the
display (3).
Reverse this procedure to reinstall the display assembly.
34 Chapter 5 Removal and replacement procedures for authorized service provider parts
Audio jack board
Description
Spare part number
L31858-001
Audio jack board
IMPORTANT: Make special note of each screw and screw lock size and location during removal and replacement
Before removing the audio module, follow these steps:
1. Shut down the computer.
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.
Remove the Audio jack board:
1. Disconnect the audio jack board cable from the system board (1).
2. Remove the Phillips screw (2), and then remove the audio jack board (3).
Reverse this procedure to install the audio jack board.
Component replacement procedures 35
Power module
Description
Spare part number
L31857-001
Power module
IMPORTANT: Make special note of each screw and screw lock size and location during removal and replacement
Before removing the power module, follow these steps:
1. Shut down the computer.
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.
Remove the Power module:
1. Disconnect the Power module (1).
2. Remove the two Phillips screws (2), and then remove the Power module.
Reverse this procedure to install the power module.
36 Chapter 5 Removal and replacement procedures for authorized service provider parts
Speaker assembly
Description
Spare part number
L31854-001
Speaker assembly contains four speakers, with foam/rubber tape
Before removing the speaker assembly, 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 speaker assembly:
1. Disconnect the speaker cables from the system board (1).
2. Remove the six screws securing the speakers (2).
3. Remove the plastic tape holding the speaker cable (3), and then remove the wiring (4).
4. Remove the left and right speakers (5).
Reverse this procedure to install the speaker.
Component replacement procedures 37
Fingerprint reader board
Description
Spare part number
L31852-001
Fingerprint reader board (includes cable)
Before removing the fingerprint reader board, 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 fingerprint reader board:
1. Disconnect the fingerprint reader board from the system board (1).
2. Remove the Phillips screw (2) that secures the assembly to the computer.
3. Lift the bracket up at the screw end and remove the fingerprint bracket (3).
4. Remove the fingerprint reader board and cable from the computer (4).
Reverse this procedure to install the fingerprint reader board.
38 Chapter 5 Removal and replacement procedures for authorized service provider parts
TouchPad
Description
Spare part number
L31855-001
TouchPad
TouchPad with NFC module (includes antenna and tape)
L31856-001
Before removing the TouchPad, 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 TouchPad:
1. Disconnect the TouchPad cable (1) from the system board.
2. Remove the six Phillips screws (2) that secure the TouchPad to the computer, and then lift the TouchPad
from the computer (3).
Reverse the removal procedures to install the TouchPad.
Component replacement procedures 39
NFC board
Description
Spare part number
L31856-001
NFC board
NOTE: The NFC board spare part kit does not include the NFC board cable. The NFC board cable is included in
the Cable Kit, spare part number.
IMPORTANT: Make special note of each screw and screw lock size and location during removal and replacement
Before removing the NFC board, follow these steps:
1. Shut down the computer.
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. Disconnect all external devices from the computer.
5. Remove the bottom cover.
Remove the NFC board:
1. Release the ZIF connector (1) to which the NFC board cable is attached, and then disconnect the NFC board
cable from the card reader board.
2. Release the grounding tape (2) that secures the NFC board cable to the NFC board.
3. Release the ZIF connector (3) to which the NFC board cable is attached, and then disconnect the NFC board
cable from the NFC board.
40 Chapter 5 Removal and replacement procedures for authorized service provider parts
4. Detach the NFC board (4) from the keyboard/top cover. (The NFC board is attached to the keyboard/top
cover with double-side adhesive.)
5. Remove the NFC board.
Reverse this procedure to install the NFC board.
Component replacement procedures 41
WWAN module
Description
Spare part number
L29292–800
WWAN module
HP It4132 LTE/HSPA+ 4G with GPS M.2 WWAN module
CAUTION: To prevent an unresponsive system, replace the wireless board only with a wireless board
authorized for use in the computer by the governmental agency that regulates wireless devices in your country
or region. If you replace the board and then receive a warning message, remove the board to restore device
functionality, and then contact technical support.
IMPORTANT: Make special note of each screw and screw lock size and location during removal and replacement
Before removing the WWAN module, follow these steps:
1. Shut down the computer.
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.
Remove the WWAN module:
NOTE: In order to remove or replace the WWAN module, you may need to first remove the Mylar strip that may
block access to the WWAN module.
1. Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
42 Chapter 5 Removal and replacement procedures for authorized service provider parts
NOTE: The #5/red WWAN antenna cable connects to the WWAN module #5/Main terminal. The #6/blue
WWAN antenna cable connects to the WWAN module #6/Aux terminal.
2. Remove the Phillips PM2.0×2.4 screw (2) that secures the WWAN module to the system board. (The WWAN
module tilts up.)
3. Remove the WWAN module (3) by pulling the board away from the slot at an angle.
NOTE: If the WWAN antenna is not connected to the terminal on the WWAN module, a protective sleeve must
be installed on the antenna connector, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
Component replacement procedures 43
6 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.
44 Chapter 6 Troubleshooting guide
Resources
HP Resource Tool
Description
Link
HP Elite Support
Provides live HP Premium support (available 24/7) to
Elite computers.
HP Support Center
cases, drivers, Customer Advisories, Customer and
Security Bulletins, and Product Change Notices.
HP Troubleshooting Support page Provides troubleshooting information for your specific http://www8.hp.com/us/en/
HP computer.
Subscribers Choice
HP Support Forums
Allows you to sign up for HP product updates.
Provide discussions about HP products and issues.
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Provides navigable content intended for use by
internal and outsourced call center staff and can be a
resource for support and product division
professionals.
Vendors’ web sites
Provide additional information for associated
(Windows 7/8/10), AMD/NVidia (GPU), and so on.
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 6-1 Troubleshooting methodology and general troubleshooting steps
Identify issue
Analyze issue
Resolve issue
Verify solution
Resources 45
Identify the issue
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 6-2 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
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.
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)
46 Chapter 6 Troubleshooting guide
6. Storage
7. Mechanical
A single symptom can be listed under different groups. For example, No Video can belong to (1) Power-on or (4)
Display; but Flickering when 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 6-3 Failure classification by boot-up sequence on page 47
and Table 6-4 Failure classification by hardware devices and mechanical on page 48). 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 6-3 Failure classification by boot-up sequence
1. Power-on
2. POST
3. Performance
a,b,c similar symptoms
General troubleshooting steps 47
Failure classification by hardware devices and mechanical
Table 6-4 Failure classification by hardware devices and mechanical
4. Display
5. I/O devices
6. Storage
7. Mechanical
11. Thunderbolt (TB)
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.
48 Chapter 6 Troubleshooting guide
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.
General troubleshooting steps 49
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-
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
50 Chapter 6 Troubleshooting guide
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).”
General troubleshooting steps 51
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.
52 Chapter 6 Troubleshooting guide
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.
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
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
General troubleshooting steps 53
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.
Component
Description
Power button
When the computer is off, press the button to turn on the computer.
When the computer is on, press the button briefly to initiate Sleep (Windows) or Suspend
(Linux).
When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briefly to exit Hibernation.
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
Rear AC adapter light
Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
White: The computer is connected to external power.
Off: The computer is not connected to external power.
54 Chapter 6 Troubleshooting guide
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 105.
Table 6-5 Boot-error codes
Blink codes
Error
Amber battery light: blinks 1 Hz continuously
Caps/num lock lights = 1 blink
Caps/num lock lights = 2 blinks
Caps/num lock lights = 3 blinks
Caps/num lock lights = 4 blinks
Caps/num lock lights = 5 blinks
Caps/num lock lights = 6 blinks
Caps/num lock lights = 7 blinks
Caps/num lock lights = 8 blinks
Embedded controller unable to load firmware
Processor not executing code
BIOS recovery code unable to find valid BIOS recovery image
Memory module error
Graphics controller error
System board error
Intel Trusted Execution Technology (TXT) Error
Sure Start unable to find valid BIOS Boot Block image
Sure Start has identified a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
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 6-6 System diagnostics failure codes and user actions
Test description
Startup Test
Failure description
Memory module
Error code Suggested user actions
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/
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
BIOS Recovery
Boot device not found
BIOS Recovery Occurred
3F0
500
Reset BIOS. Then reseat the hard drive and repeat the test.
This message indicates that BIOS recovery was completed
successfully. No further action is required.
General troubleshooting steps 55
Table 6-6 System diagnostics failure codes and user actions (continued)
Test description
BIOS Application
Failure description
Error code Suggested user actions
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
Battery Check
CMOS Recovery Occurred
Primary Battery Replace
502
601
This message indicates that CMOS recovery was completed
successfully. No further action is required.
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
90B
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
The system fan may be malfunctioning. Replace the fan.
Power Good (Troubleshooting) lights
HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook 17)
to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable
and/or the system needs a hardware reset.
Example
Description
These lights should be visible after removing the service door or bottom
cover. Consult with support for platform-specific locations of the lights.
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
Replace board
No power-on issue
Power-on issue
On
Off
56 Chapter 6 Troubleshooting guide
●
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
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.
General troubleshooting steps 57
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
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
58 Chapter 6 Troubleshooting guide
●
●
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
●
●
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
General troubleshooting steps 59
●
●
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:
●
●
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 53 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 49, 7. Status lights, blinking light codes, troubleshooting lights, and
POST error messages on page 54, 8. Hard reset on page 57, and 9. Soft reset (Default Settings) on page 58,
and/or 10. Reseat cables and connections on page 58 can resolve many system board issues without requiring
the effort of replacing unnecessary hardware.
Review Table 6-1 Troubleshooting methodology and general troubleshooting steps on page 45 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.
60 Chapter 6 Troubleshooting guide
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 45), 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.
Helpful Hints 61
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:
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
62 Chapter 6 Troubleshooting guide
●
●
●
●
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 46 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).
Bad connection to the computer (bad power button, power connector).
Defective parts (memory, hard drive, graphics) or failed system board.
Display is black or blank
No fan noise
No hard drive spinning
Lights do not glow
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
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 54). Rear power light indicates external power to the
computer is good.
Common issues and possible solutions 63
Items
Procedures
NOTE: Refer to battery replacement section
for removing/replacing the battery
Verify battery condition/status
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).
lights, and POST error messages on page 54). 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
cable between system board and power
connector on chassis
Verify power button, power connector
1. Be sure that power button is not stuck.
2. Reseat power connector cable (if applicable).
3. Replace new power connector cable (if the cable exists and is defective)
4. To isolate faulty power connector cable and power button, technicians can short
power-on pads/pins to power up the computer. Contact HP Engineering for this
information.
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
Verify system board
removing nonessential parts.
64 Chapter 6 Troubleshooting guide
Items
Procedures
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
Possible causes
Symptoms
●
●
●
●
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
Intermittently shuts down
Spontaneously reboots
Troubleshooting steps
1. Visually check power ports on both AC adapter and computer sides.
2. Inspect power sources:
a.
b.
Verify AC adapter working correctly. Use a confirmed working adapter to test.
Verify that battery is not depleted while system is in Sleep state. Test with a confirmed
working battery.
The sections below are intended for authorized service providers/technicians.
a.
b.
c.
d.
e.
f.
Be sure that AC adapter has correct DC voltage.
Verify battery - test with a confirmed working battery.
Verify that power button is not stuck.
Verify that power connector is not loose.
Verify that Power Good LEDs are solid.
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).
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.
Common issues and possible solutions 65
AC adapter issue
Solution
Symptoms
Possible causes
●
●
●
●
●
No sign of power
AC adapter and others (i.e., external power source)
No boot
Troubleshooting steps
No rear power light
No front power light
Quick check
2. Remove all external devices, including docking station.
Battery does not charge when AC
adapter is connected
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
warning message on page 80 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.
POST error messages on page 54). 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
Symptoms
Possible causes
●
●
No battery status light
Defective AC adapter and/or battery.
NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good
AC adapter.
Blinking amber (critically low
battery level)
●
No boot without AC adapter
Troubleshooting steps
66 Chapter 6 Troubleshooting guide
Items
Procedures
Visual inspections
1. Inspect battery connectors for any signs of damage.
2. Verify that battery is installed properly in battery bay without gap or obstructions and
latch locks are tight. Reseat battery (for models with removable batteries).
3. Determine whether battery gets hot (batteries heat up when charging, but not too hot to
touch).
Check battery warranty to see whether the battery is new or its warranty is expired. Battery
capacity degrades over time.
Verify front battery status light
1. Battery status light is off: battery not recognized.
2. Battery status light is blinking amber: critically low battery level.
Reset
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.
●
HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty
battery, especially for quickly discharging (short life) battery.
1. Verify that battery is recognized and charging.
2. Verify battery condition if battery cycle life is 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?
Common issues and possible solutions 67
Battery discharges too fast
Items
Procedures
Symptoms
Possible causes
Battery has good status light but discharges
AC adapter and/or battery.
too fast
Troubleshooting steps
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.
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
Burnt smell
Items
Procedures
Symptoms
Possible causes
Emits smoke, burnt smell
Defective on-board components.
Troubleshooting steps
General visual inspection
1. Disconnect the computer from power source (AC adapter and battery).
2. Inspect for visual damage on AC adapter and battery. Test on a known working
computer to isolate issue. If issue follows AC adapter or battery, replace it.
68 Chapter 6 Troubleshooting guide
Items
Procedures
3. Inspect any sign of liquid spill on the computer (back of keyboard).
The sections below are intended for authorized service providers/technicians.
Further inspection on components
1. Inspect further sources internally after disassembling chassis, such as burnt or
damaged components.
2. If the issue persists, replace boards, AC adapter, and battery for safety concern and
report issues to HP.
POST
No video (with power)
Items
Procedures
Symptoms
Possible causes
●
No video (black/blank image) but
Failed display
have power
Failed critical components (memory, hard drive, system board)
Loose connection
●
●
●
●
Light activity
No error messages
Fan noise
Recently added hardware
NOTE: Assume the computer has not previously been set up for multiple displays.
Hard drive light blinking and hard
drive noise
Troubleshooting steps
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.
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.
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.
The sections below are intended for authorized service providers/technicians.
1. Verify Power Good lights are on to be sure that system board power is functional.
Common issues and possible solutions 69
Items
Procedures
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.
removing hard drive to isolate operating system issues and testing video in F10 Setup.
6. If video is present, restart and retest the computer.
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.
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
Symptoms
Possible causes
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.
Troubleshooting steps
1. Check for any blink patterns. Count the number of blinks in a sequence, followed by a
pause for a few seconds.
troubleshooting lights, and POST error messages on page 54) 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 58) one at a time.
Note
Since the display may not be functional, lights are used to indicate an error.
Diagnostics error messages
Items
Procedures
Symptoms
Possible causes
●
●
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
hardware. Can usually be resolved by installing updated firmware for the component.
POST error message displays
(Windows logo has not yet
appeared)
Troubleshooting steps
70 Chapter 6 Troubleshooting guide
Items
Procedures
messages on page 54 for corrective actions. An example of a POST error message is
shown below.
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.
Common issues and possible solutions 71
BIOS password
Items
Procedures
Symptoms
Possible causes
Some sections are unavailable (grayed
out)
BIOS administration password is required.
Troubleshooting steps
1. Review F10 BIOS Setup Overview to determine which features must be enabled.
2. Your BIOS settings may be managed by a BIOS administrator password setup.
3. If you lost or forgot 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
2015 Business PC models – see the BIOS F10 Setup technical white paper at
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.
72 Chapter 6 Troubleshooting guide
Intermittent shutdown
Items
Procedures
Symptoms
Possible causes
●
●
Shutdown during startup
Shutdown during operation
It is often difficult to troubleshoot an intermittent issue. Possible causes include the following:
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.
Troubleshooting steps
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.
The sections below are intended for authorized service providers/technicians.
Thermal-related issue
1. Verify thermal condition:
a.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
b.
c.
Check fan and connection. Reseat fan cable.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
Test with a verified working fan.
d.
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 50) 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).
Common issues and possible solutions 73
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
Symptoms
Possible causes
●
●
●
Have power, light activity, fan spinning
HP Logo displays briefly
Recent changes: conflict of instructions from multiple programs or just added
hardware.
Incompatible hardware and driver.
Fails to boot into Windows operating system,
displays blue screen, and then crashes,
restarts, or stops responding
Poor connection (hard drive, memory).
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
Recommended resources
Microsoft knowledge base:
For more information search for HP Troubleshooting Error Messages on a blue
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.
3. Reset BIOS to default (9. Soft reset (Default Settings) on page 58) to prevent booting to another device.
4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 50) to isolate major faulty
hardware issues.
74 Chapter 6 Troubleshooting guide
●
●
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
on page 49). For example, incompatible memory or new solid-state drive storage.
6. Reseat cables and connections (10. Reseat cables and connections on page 58). 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:
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.
9. If you cannot start Windows:
b. Use Startup Repair to fix Windows startup files.
c.
Undo recent changes using System Restore to revert to a previous “working” state.
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 59) 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.
Common issues and possible solutions 75
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
Symptoms
Possible causes
●
●
●
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
issue).
HP Logo displays briefly
Attempt to boot to operating system and
freeze/hang at Windows logo
●
No response to pressing num lock or caps
lock key
76 Chapter 6 Troubleshooting guide
Items
Procedures
Troubleshooting steps
Follow suggested steps below one at a time to verify normal boot process:
a.
b.
Roll back to previous version may be necessary.
Go to safe mode to install drivers.
isolate hardware issue.
8. Use Startup Repair Windows to fix Windows damaged files.
USB Windows-To-Go ) if available to isolate the software issue.
Tips and tricks
Electromagnetic Interference (EMI)
Items
Procedures
Symptoms
Possible causes
System locks up, freezes in certain
physical area or location
Electromagnetic interference (EMI).
Troubleshooting steps
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.
Common issues and possible solutions 77
No wake up
Items
Procedures
Symptoms
Possible causes
When resuming from a power
management state the computer may
display:
Power-saving mode; multiple-display setting.
Troubleshooting steps
and POST error messages on page 54) is blinking (indicating Sleep state). Press power
button to exit Sleep.
●
●
Blank screen
Some light activity
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.
78 Chapter 6 Troubleshooting guide
Unresponsive
Items
Procedures
Symptom
Possible causes
Unresponsive
Program in use has stopped responding to commands.
Troubleshooting steps
1. If possible, use the Windows Task Manager to isolate and terminate the offending
process.
2. Attempt the normal Windows shutdown procedure.
3. Restart the computer using the power button.
Slow performance
Items
Procedures
Symptom
Possible causes
Slow performance when performing
small tasks, or even in idle mode
Processor is hot or hard drive is full.
Troubleshooting steps
Processor is hot
1. Verify that airflow to the computer is not blocked.
2. Verify that chassis fans are connected and working properly. Some fans operate only
when needed.
3. Verify that the processor heat sink is installed properly.
Hard drive is full
1. Transfer data from the hard drive to create more space on the hard drive. Microsoft
recommends at least 200 MB to sync system files.
2. Perform disk defragmentation to consolidate fragmented data on the hard drive so it will
work more efficiently.
Tips and tricks
Common issues and possible solutions 79
HP Smart Adapter warning message
Items
Procedures
Symptom
Possible causes
Warning message displayed in
Window
Less powerful AC adapter, BIOS out of date.
Troubleshooting steps
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.
Troubleshooting steps
1. Reset the date and time in the operating system Control Panel.
2. Replace the RTC battery.
3. Verify that date and time are correct.
80 Chapter 6 Troubleshooting guide
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
Vertical lines
Dead pixel
Horizontal lines
Common issues and possible solutions 81
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 50), 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.
82 Chapter 6 Troubleshooting guide
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 115 for the HP dead pixel policy.
No video (internal)
Items
Symptoms
Procedures
Possible causes
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.
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.
References
Common issues and possible solutions 83
No video (external)
Items
Procedures
Symptom
Possible causes
No image on external
External monitor, resolution, display configuration, drivers.
monitor
Troubleshooting steps
1. Be sure external monitor is compatible with the
computer.
2. Be sure that external monitor is turned on.
3. Press any key to 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
HDMI
Items
Procedures
Symptoms
Possible causes
●
●
Display issue
Sound issue
Cable, connection, settings.
Troubleshooting steps
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.
video on HDTV.
References
84 Chapter 6 Troubleshooting guide
No or bad external video via docking
Items
Procedures
Symptoms
Possible causes
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,
display port, etc.)
firmware, dock video ports (DP, VGA, etc).
Troubleshooting steps
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
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
then click Manuals > Technical white papers.
Incorrect or missing color/distorted image
Items
Procedures
Symptoms
Possible causes
System works normally but the display
shows:
Loose connection, display cable, display, graphics card.
Troubleshooting steps
●
●
Missing or strange color
Image distortion
Verify with external monitor (i.e., VGA)
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.
Common issues and possible solutions 85
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
Symptoms
Unresponsive
Inaccurate
Possible causes
Dirt and smudge, driver, touch display configuration, power management.
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
86 Chapter 6 Troubleshooting guide
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
Symptoms
Possible causes
Keystrokes not recognized
Characters not matched
Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
Troubleshooting steps
1. Inspect the keyboard for any signs of dust, liquid, or debris trapped under sticky keys that
might prevent keystroke recognition.
2. Check for incomplete connection between keyboard and system board by verifying that
caps lock or num 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.
The sections below are intended for authorized service providers/technicians.
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.
Common issues and possible solutions 87
Keyboard point stick
Items
Procedures
Symptom
Possible causes
Point stick not working properly
Dust trapped under point stick, loose point stick cap.
Troubleshooting steps
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.
The sections below are intended for authorized service providers/technicians.
1. Verify whether keyboard flex cables are in good condition (no delamination or torn cable
end, no missing or cracked tracks, pads).
2. Verify 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
Symptom
Possible causes
Backlight function not working properly Backlight disabled, loose connection.
Troubleshooting steps
NOTE: Not all notebook computers have backlit keyboards.
A keyboard function key lets you turn the light on and off. Verify if backlit feature is not
disabled by pressing a combination of Fn + Backlit key.
The sections below are intended for authorized service providers/technicians.
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.
88 Chapter 6 Troubleshooting guide
TouchPad
Items
Procedures
Symptoms
Possible causes
Not working properly
On/Off enabled, driver, settings.
(1) – TouchPad on/off button
Troubleshooting steps
(2) – TouchPad
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).
The sections below are intended for authorized service providers/technicians.
1. Check the TouchPad cable for damage or a loose connection, and then reseat the
TouchPad cable.
2. If issue persists, replace the TouchPad and verify the change.
Network Connectivity Ethernet (RJ-45 jack)
Items
Procedures
Symptoms
Possible causes
●
●
●
Unable to find networks (yellow bang)
Connection dropouts
Network source, cable, connection, RJ-45 port, driver, settings.
Slow performance
Troubleshooting steps
Quick Check: verify the network status lights that supposed to flash when there
is network activity.
HP Support Assistant tool - No network detected in
HPSA
1. Turn off the computer’s wireless feature (press wireless button).
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.
Common issues and possible solutions 89
Items
Procedures
8. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware
issue from a software issue.
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
Symptoms
Possible causes
●
●
●
Unable to find networks (yellow bang)
Connection dropouts
Network source, cable, connection, wireless module, driver, settings.
Slow performance
HP Support Assistant tool - No network detected in
HPSA
Troubleshooting steps
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
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.
90 Chapter 6 Troubleshooting guide
Items
Procedures
11. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.
12. Test with a verified working wireless module.
The sections below are intended for authorized service providers/technicians.
1. Verify that the wireless module and its antenna cables are fully inserted and
in good condition (see WLAN module removal and replacement section).
Reseat wireless module and antenna connection.
2. Verify 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
Symptom
Possible causes
Unable to find networks/service
Network source, cable, connection, driver, settings.
Troubleshooting steps
1. Update to the latest driver and utility.
2. Check with network service provider for signal coverage.
3. Make sure signal strength is good.
4. Make sure your service is active.
The sections below are intended for authorized service providers/technicians.
●
●
Verify module and antenna cable connections are not loose.
Verify antenna cables are properly connected to the correct terminals. For example, the
antenna cable labeled “1” connects to the “Main” terminal labeled “1”. The antenna cable
labeled “2” connects to the “Aux” terminal labeled “2”.
Common issues and possible solutions 91
USB
Items
Procedures
Symptoms
Possible causes
●
●
USB devices are not recognized
USB devices are not charging
USB devices do not have the latest software drivers, port insufficient power, or not
compliant.
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.
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.
92 Chapter 6 Troubleshooting guide
Smart card reader
Items
Procedures
Symptoms
Possible causes
●
●
Not recognized
Unable to write
Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.
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.
Common issues and possible solutions 93
Speaker, headphone - audio issues
Items
Procedures
Symptoms
Possible causes
●
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
Troubleshooting steps
1. Remove any device connected to the Audio jack to enable the internal speaker.
2. Close all open programs.
3. Adjust volume by pressing Fn + F6/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.)
94 Chapter 6 Troubleshooting guide
Thunderbolt (TB)
Items
Procedures
Symptom
Possible causes
Thunderbolt device not working
BIOS, drivers, and user settings.
Troubleshooting steps
1. Update to the latest BIOS and choose appropriate TB Port settings.
2. Reset User Account Settings to default.
3. Update Intel Thunderbolt software that includes firmware version (for TB controller), driver
version (operating system driver), and application version.
4. Verify that 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,
Common issues and possible solutions 95
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
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.
96 Chapter 6 Troubleshooting guide
Hard drive/solid-state drive not recognized
Items
Procedures
Symptom
Possible causes
Hard drive is not recognized during
POST
Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
Troubleshooting steps
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
Symptoms
Possible causes
●
Post error message: Boot Device
Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.
not found (3F0)
Troubleshooting steps
●
Hang when booting to operating
system
1. Verify 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
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
Common issues and possible solutions 97
Read-write error
Items
Procedures
Symptoms
Possible causes
●
Post error message (i.e., error
Loose connection, faulty hardware.
code 301)
Troubleshooting steps
●
Hang when working on data, files,
documents
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
Slow performance
Items
Procedures
Symptoms
Possible causes
Slow performance even when
performing small read/write operations
Operating system files, hard drive is full.
Troubleshooting steps
1. Transfer data from the hard drive to create more space. Microsoft recommends at least
200 MB to sync system files.
2. Perform disk defragmentation to consolidate fragmented data on the hard drive so 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).
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 109 for
detailed troubleshooting steps.
98 Chapter 6 Troubleshooting guide
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
Symptoms
Possible causes
●
●
●
Loud noise from hard drive
BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
Clicking noise from hard drive
Troubleshooting steps
Still boots to operating system
and operates normally
1. Update BIOS and hard drive firmware.
2. Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all
peripherals (USB storages, dock, 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).
Common issues and possible solutions 99
Mechanical
Fan error message - 90B
Items
Procedures
Symptoms
Possible causes
Fan error 90B at boot
Defective fan; out-of-date BIOS.
CAUTION: May lead to system
shutdown, data loss or possible system
damage.
●
The system fan is not spinning or not spinning properly (loose connection, fan is stuck or
defective).
●
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.
Troubleshooting steps
General actions
BIOS may implement new fan characteristics and updates for other components.
recorded thermal values in memory.
Thermal-related issue
1. Verify thermal condition:
a.
b.
c.
Check fan and connection. Reseat fan cable.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 50). Be sure that the fan is not producing loud noise and that fan
blades spin correctly.
d.
e.
Test with a verified working fan.
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.
100 Chapter 6 Troubleshooting guide
Noise (sound)
Items
Procedures
Symptoms
Computer emits abnormal noise
Possible causes
Aside from basic components (power adapter/supply, fan, speaker, hard drive, optical drive,
display panel, external devices), it is also common for electronic components to produce noise.
Troubleshooting steps
1. Inspect external power source and change to verified working one.
2. Determine whether the noise comes from AC power adapter. Test with a verified working
AC adapter.
Disconnect external devices and all cables connected to the computer to isolate issue to
computer only.
Noisy fan
Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether
noise originates from fan. If noise is absent with fan disconnected, refer to Fan runs constantly
Noisy hard drive
Noisy optical drive
Noisy speaker
Noisy display
Determine whether the noise comes from the hard drive.
1. Determine whether the noise comes from an optical drive.
2. Remove CD/DVD from the optical drive.
1. Determine whether the noise comes from speaker.
2. Test with a verified working external headset/speaker.
Determine whether the noise comes from display panel (humming noise). Change display
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.
Common issues and possible solutions 101
Fan runs constantly
Items
Procedures
Symptoms
Possible causes
●
●
●
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.
Troubleshooting steps
General actions
1. Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup. When booting
the computer, press F10 to open Setup, and then select Advanced > Built-In Device
Options Menu.
default. BIOS may implement new fan characteristics and updates for other components.
recorded thermal values in memory.
Thermal-related issue
1. Verify fan is spinning. Reseat fan cable before moving to next step.
a.
b.
c.
Check fan and connection. Reseat fan cable.
Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 50). Be sure that the fan is not producing loud noise and that fan
blades spin correctly.
d.
e.
Test with a verified working fan.
Replace the fan.
2. Verify thermal solution
Use Thermal Monitor tool (available only to authorized service providers/technicians)(HP
Thermal Monitor on page 53) 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:
●
●
102 Chapter 6 Troubleshooting guide
Thermal shutdown (hot)
Items
Procedures
Symptoms
Possible causes
Similar to fan runs constantly issue
BIOS not up to date, thermal condition (fan, air flow)
Troubleshooting steps
●
●
●
●
System shutdown
Abnormal heat
BIOS may implement new fan characteristics and updates for other component.
Continually running fan
recorded thermal values in memory.
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.
Thermal-related issue
1. Verify thermal condition:
a.
b.
c.
Check fan and connection. Reseat fan cable.
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.
d.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 50). Be sure that the fan is not producing a loud noise and that fan
blades spin correctly.
e.
f.
Test with a verified working fan.
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
Stuck power button
Items
Procedures
Symptoms
Possible causes
●
●
Rear power indicator light is on
Sticky or defective power button.
Will not turn on when power
button is pressed
Troubleshooting steps
General actions
●
Automatically powers on
2. Perform a soft reset if system can turn on.
The sections below are intended for authorized service providers/technicians.
1. Disassemble the unit.
2. Inspect power button on the top cover and on the system board to make sure these
buttons moves freely.
Common issues and possible solutions 103
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
104 Chapter 6 Troubleshooting guide
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.
Table 6-7 Boot-error codes
Blink codes
Error
Amber battery light: blinks 1 Hz continuously
Caps/num lock lights = 1 blink
Caps/num lock lights = 2 blinks
Caps/num lock lights = 3 blinks
Caps/num lock lights = 4 blinks
Caps/num lock lights = 5 blinks
Caps/num lock lights = 6 blinks
Caps/num lock lights = 7 blinks
Caps/num lock lights = 8 blinks
Embedded Controller unable to load firmware
Processor not executing code
BIOS recovery code unable to find valid BIOS recovery image
Memory module error
Graphics controller error
System board error
Intel Trusted Execution Technology (TXT) Error
Sure Start unable to find valid BIOS Boot Block image
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
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 45.
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 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 105
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 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.
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 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.
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 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/
A service event is required to resolve this issue.
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 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.
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 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
106 Chapter 6 Troubleshooting guide
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.
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 eight times followed by a pause, then continue in a repeating pattern.
POST Error Messages and User Actions
Test description
Failure descriptions
Invalid value
Error code
00A
Possible user actions
Product
Contact support for assistance.
information
Startup test
Memory module
200
Attempt to reseat the memory module and then repeat the test.
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
Startup test
Startup test
Run-in test
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
Memory module
302
303
304
200
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
Attempt to reseat the memory module and then repeat the test.
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
Run-in test
Run-in test
Hard Disk Test
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
Hard Disk 1 SMART
302
303
304
301
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
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 Test
Hard Disk Test
Hard Disk Test
Hard Disk Test
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
Hard Disk 1 Full
302
303
304
305
306
3F0
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
Hard Disk 2 Full
Boot Device
Manager
Boot device not found
Indicates a potential problem with the hard drive. Please run the hard drive
test.
Additional information 107
Test description
Failure descriptions
Error code
Possible user actions
more information.
Boot Device
Manager
Hard Disk 1 Error
Hard Disk 2 Error
Hard Disk 1 SMART
Hard Disk 2 SMART
3F1
3F2
301
302
Indicates a potential problem with the hard drive. Run the hard drive test.
more information.
Boot Device
Manager
Indicates a potential problem with the hard drive. Run the hard drive test.
more information.
Boot Device
Manager
Indicates a potential problem with the hard drive. Run the hard drive test.
more information.
Boot Device
Manager
Indicates a potential problem with the hard drive. Run the hard drive test.
more information.
BIOS Recovery
BIOS Recovery
Occurred
500
501
This message indicates that BIOS recovery was completed successfully. No
further action is required.
BIOS Application
BIOS Application Error
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 49
for more information.
If reinstalling the BIOS fails, contact support for further assistance.
CMOS Recovery
Battery Check
CMOS Recovery
Occurred
502
601
This message indicates that CMOS recovery was completed successfully. No
further action is required.
Primary Battery
Replace
This indicates that the primary battery has very low capacity.
Assistant to verify the battery capacity and, if necessary, order a
replacement.
Battery Check
Wireless Module
Fan
Secondary Battery
Replace
602
701
90B
This indicates that the secondary battery has very low capacity.
Assistant to verify the battery capacity and, if necessary, order a
replacement.
Not installed or
responding
Reseat the wireless LAN adapter module, if your notebook supports it.
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 not operating
correctly
The system fan may be malfunctioning.
For information on troubleshooting heat-related issues, see
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.
108 Chapter 6 Troubleshooting guide
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.
Run Windows Update.
X
X
X
X
X
X
Scan for and remove viruses.
Scan for and remove spyware and adware.
Empty the Recycle Bin.
Delete temporary Internet files.
Back up user files.
X
X
X
X
Create a restore point.
Defragment the hard drive.
Run Scan Disk.
Clean the exterior of the computer.
Close programs that are not being used.
Prevent programs from loading at startup.
X
X
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
Additional information 109
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.
110 Chapter 6 Troubleshooting guide
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.
112 Chapter 6 Troubleshooting guide
6. Open the crash dump file.
Additional information 113
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.
114 Chapter 6 Troubleshooting guide
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.
Table 6-8 Electrical defect allowances
Panel resolution
Accept
Reject
Sub-pixel faults
VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD
N ≤ 2 Type 1
N ≤ 2 Type 2
N ≥ 3 Type 1
N ≥ 4 Type 1
N ≥ 5 Type 1
N ≥ 6 Type 1
WXGA+, SXGA+, HD+, SXGA+
WSXGA+, UXGA, FHD, WUXGA
QHD, QHD+, WQXGA, UD
N ≤ 3 Type 1
N ≤ 3 Type 2
N ≤ 4 Type 1
N ≤ 4 Type 2
N ≤ 5 Type 1
N ≤ 5 Type 2
Electrical defect clusters (defects within a 5x5 pixel block)
Minimum distance between ANY allowable defects (unless otherwise specified)
Cluster with 2 or more sub-pixels with sub-pixel faults
Dim lines
S ≥ 25 mm
S < 25 mm
Not allowed
Not allowed
Not allowed
Not allowed
Not allowed
Cross line(s) on/off
Horizontal line(s) on/off
Vertical line(s) on/off
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.
Additional information 115
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.
116 Chapter 6 Troubleshooting guide
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:
Additional information 117
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.
118 Chapter 6 Troubleshooting guide
7 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
the on-screen instructions.
– 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.
Using Computer Setup 119
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 –
●
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
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:
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
the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
NOTE: Your password settings and security settings are not changed when you restore the factory settings.
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.
120 Chapter 7 Computer Setup (BIOS), TPM, and HP Sure Start
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.
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 supportin the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
2. Select Updates, and then select Check for updates and messages.
3. Follow the on-screen instructions.
4. At the download area, follow these steps:
a. Identify the most recent BIOS update and compare it to the BIOS version currently installed on your
computer. 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 filein 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.
Using Computer Setup 121
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.
122 Chapter 7 Computer Setup (BIOS), TPM, and HP Sure Start
8 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 supportin 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 123.
For information on the recovery options that are available using the recovery media, see Using Windows
●
●
Use Windows tools to create system restore points and create backups of personal information. See Using
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
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
Creating recovery media and backups 123
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
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:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
1. Type recoveryin the taskbar search box, and then select HP Recovery Manager.
2. Select Create recovery media, and then follow the on-screen instructions.
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.
124 Chapter 8 Backing up, restoring, and recovering
Using the HP Cloud Recovery Download Tool (select products only)
To create HP Recovery media using the HP Cloud Recovery Download Tool:
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 recoveryin 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
●
●
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
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.
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
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.
Restore and recovery 125
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
To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not
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:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps (select products only).
1. Type recoveryin 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.
Turn on or restart the tablet, and then quickly hold down the volume down button; then select f11.
‒ or –
●
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.
126 Chapter 8 Backing up, restoring, and recovering
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
3. Follow the on-screen instructions.
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:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
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.
4. Follow the on-screen instructions.
Removing the HP Recovery partition (select products only)
HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space.
IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery or
create HP Recovery media from the HP Recovery partition. So before you remove the Recovery partition, create
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 recoveryin the taskbar search box, and then select HP Recovery Manager.
2. Select Remove Recovery Partition, and then follow the on-screen instructions.
Restore and recovery 127
9 Using HP PC Hardware Diagnostics
Using HP PC Hardware Diagnostics Windows (select products only)
HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to
determine whether the computer hardware is functioning properly. The tool runs within the Windows operating
system in order to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it.
To download HP PC Hardware Diagnostics Windows, see Downloading HP PC Hardware Diagnostics Windows
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and Support
or HP Support Assistant.
1. To access HP PC Hardware Diagnostics Windows from HP Help and Support:
a. Select the Start button, and then select HP Help and Support.
b. Right-click HP PC Hardware Diagnostics Windows, select More, and then select Run as administrator.
– or –
To access HP PC Hardware Diagnostics Windows from HP Support Assistant:
a. Type supportin the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
b. Select Troubleshooting and fixes.
c.
Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
2. When the 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 at any time, select Cancel.
3. When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-
digit Failure ID code is generated. For assistance in correcting the problem, contact support, and then
provide the Failure ID code.
Downloading HP PC Hardware Diagnostics Windows
●
The HP PC Hardware Diagnostics Windows download instructions are provided in English only.
●
You must use a Windows computer to download this tool because only .exe files are provided.
Downloading the latest HP PC Hardware Diagnostics Windows version
To download HP PC Hardware Diagnostics Windows, follow these steps:
2. In the HP PC Hardware Diagnostics section, select Download, and then select a location on your computer
or a USB flash drive.
128 Chapter 9 Using HP PC Hardware Diagnostics
The tool is downloaded to the selected location.
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)
NOTE: For some products, it may be necessary to download the software to a USB flash drive by using the
product name or number.
To download HP PC Hardware Diagnostics Windows by product name or number, follow these steps:
2. Select Get software and drivers, select your type of product, and then enter the product name or number in
the search box that is displayed.
3. In the HP PC Hardware Diagnostics section, select Download, and then select a location on your computer
or a USB flash drive.
The tool is downloaded to the selected location.
Installing HP PC Hardware Diagnostics Windows
To install HP PC Hardware Diagnostics Windows, follow these steps:
▲
Navigate to the folder on your computer or the flash drive where the .exe file was downloaded, double-
click the .exe file, and then follow the on-screen instructions.
Using HP PC Hardware Diagnostics UEFI
NOTE: For Windows 10 S computers, you must use a Windows computer and a USB flash drive to download
and create the HP UEFI support environment because only .exe files are provided. For more information, see
HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface) 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.
If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware
issues.
When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit Failure
ID code is generated. For assistance in correcting the problem, contact support, and provide the Failure ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you
must use the attached keyboard.
NOTE: If you need to stop a diagnostic test, press esc.
Starting HP PC Hardware Diagnostics UEFI
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 flash drive
Using HP PC Hardware Diagnostics UEFI 129
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see
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.
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 the following situations:
●
●
●
HP PC Hardware Diagnostics UEFI is not included in the preinstall image.
HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
The hard drive is damaged.
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
provided.
Downloading the latest HP PC Hardware Diagnostics UEFI version
To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive:
2. In the HP PC Hardware Diagnostics UEFI section, select Download UEFI Diagnostics, and then select Run.
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)
NOTE: For some products, it may be necessary to download the software to a USB flash drive by using the
product name or number.
To download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a USB flash
drive:
2. Enter the product name or number, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI
Diagnostics version for your computer.
Using Remote HP PC Hardware Diagnostics UEFI settings (select
products only)
Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it may upload
results to a preconfigured server. For more information on Remote HP PC Hardware Diagnostics UEFI, go to
130 Chapter 9 Using HP PC Hardware Diagnostics
Downloading Remote HP PC Hardware Diagnostics UEFI
NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a
server.
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version
To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps:
2. In the HP PC Hardware Diagnostics UEFI section, select Download Remote Diagnostics, and then select Run.
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number
NOTE: For some products, it may be necessary to download the software by using the product name or
number.
To download HP Remote PC Hardware Diagnostics UEFI by product name or number, follow these steps:
2. Select Get software and drivers, select your type of product, enter the product name or number in the
search box that is displayed, select your computer, and then select your operating system.
3. In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI
version for the product.
Customizing Remote HP PC Hardware Diagnostics UEFI settings
Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform the following
customizations:
●
Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in
interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
●
Set the location for downloading the diagnostic tools. This feature provides access to the tools from the HP
website or from a server that has been preconfigured for use. Your computer does not require the
traditional local storage (such as a disk drive or USB flash drive) to run remote diagnostics.
●
●
Set a location for storing the test results. You can also set the user name and password settings used for
uploads.
Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2. Select Advanced, and then select Settings.
3. Make your customization selections.
4. Select Main, and then Save Changes and Exit to save your settings.
Your changes take effect when the computer restarts.
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 131
10 Specifications
Computer specifications
Metric
U.S.
Dimensions
Width
38.56 cm
25.8 cm
2.26 cm
15.18 in
10.15 in
.89 in
Depth
Height (front to back)
Weight
2.09 or 2.29 kg (depending on
4.61 lb or 5.05 (depending on
configuration)
configuration)
Input power
Operating voltage and current
19.5 V dc @ 3.33 A – 65 W
19 V dc @ 4.62 A – 90 W
19.5 V dc @ 2.31 – 45 W (select models only)
Temperature
Operating
5°C to 35°C
41°F to 95°F
Nonoperating
‑20°C to 60°C
‑4°F to 140°F
Relative humidity (noncondensing)
Operating
10% to 90%
5% to 95%
Nonoperating
Maximum altitude (unpressurized)
Operating
‑15 m to 3,048 m
‑50 ft to 10,000 ft
Nonoperating
‑15 m to 12,192 m
‑50 ft to 40,000 ft
NOTE: Applicable product safety standards specify thermal limits for plastic surfaces. The device operates well within this range of
temperatures.
132 Chapter 10 Specifications
xx cm (xx-in) display specifications
Metric
U.S.
Dimensions
Height
20.77 cm
8.175 in
14.875 in
15.6 in
Width
37.78 cm
Diagonal
39.62 cm
Number of colors
Contrast ratio
Brightness
Up to 16.8 million
500:1 (typical)
200 nits
Pixel resolution
Pitch
0.252mm x 0.252mm
Format
1366×768
Configuration
Backlight
RGB vertical stripe
LED
Character display
Total power consumption
Viewing angle
80 × 25
2.0 W
±65° horizontal, ±50° vertical (typical)
Hard drive specifications
500 GB*
750 GB*
Dimensions
Height
9.5 mm
9.5 mm
Width
70 mm
70 mm
Weight
107 g max
SATA
102 g max
SATA
Interface type
Transfer rate
300 MB/sec
ATA security
300 MB/sec
ATA security
Security
Seek times (typical read, including setting)
Single track
1.5 ms
1.1 ms
Average
12.0 ms
12.0 ms
Maximum
22.0 ms
21.0 ms
Logical blocks
976,752,240
5400 rpm
1,465,149,168
5400 rpm
Disk rotational speed
Operating temperature
0°C to 60°C (0°F to 140°F)
0°C to 60°C (0°F to 140°F)
xx cm (xx-in) display specifications 133
500 GB*
750 GB*
*Size refers to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications may differ slightly.
NOTE: Certain restrictions and exclusions apply. Contact support for details.
134 Chapter 10 Specifications
11 Power cord set requirements
The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 V ac,
or from 220 to 240 V 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 or regions must meet the requirements of the country and 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 A 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 all countries 135
Requirements for specific countries and regions
Country/region
Argentina
Australia
Accredited agency
IRAM
SAA
Applicable note number
1
1
1
1
1
2
1
1
1
1
1
1
1
1
3
1
1
1
4
7
1
1
5
1
1
6
1
1
2
Austria
OVE
Belgium
CEBEC
ABNT
CSA
Brazil
Canada
Chile
IMQ
Denmark
DEMKO
FIMKO
UTE
Finland
France
Germany
VDE
India
BIS
Israel
SII
Italy
IMQ
Japan
JIS
The Netherlands
New Zealand
Norway
KEMA
SANZ
NEMKO
CCC
The People's Republic of China
Saudi Arabia
Singapore
South Africa
South Korea
Sweden
SASO
PSB
SABS
KTL
SEMKO
SEV
Switzerland
Taiwan
BSMI
TISI
Thailand
The United Kingdom
The United States
ASTA
UL
1. The flexible cord must be Type HO5VV-F, 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.
2. The flexible cord must be Type SVT/SJT 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 ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on
each element.
136 Chapter 11 Power cord set requirements
Country/region
Accredited agency
Applicable note number
3. The appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese
Dentori Law. The flexible cord must be Type VCTF, 3-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a two-
pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration.
4. The flexible cord must be Type RVV, 3-conductor, 0.75 mm² conductor size. Power cord set fittings (appliance coupler and wall plug)
must bear the CCC certification mark.
5. The flexible cord must be Type H05VV-F 3-conductor, 0.75 mm² conductor size. KTL logo and individual approval number must be
on each element. Corset approval number and logo must be printed on a flag label.
6. The flexible cord must be Type HVCTF 3-conductor, 1.25 mm² conductor size. Power cord set fittings (appliance coupler, cable, and
wall plug) must bear the BSMI certification mark.
7. For 127 V ac, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V ac), with UL and
CSA or C-UL marks. For 240 V ac, the flexible cord must be Type H05VV-F 3-conductor, 0.75 mm² or 1.00 mm2 conductor size, with
plug BS 1363/A with BSI or ASTA marks.
Requirements for specific countries and regions 137
12 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 quickly press esc.
NOTE: You may need to press F10 after pressing the ESC key.
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.
NOTE: You may need to press F10 after pressing the ESC key.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select Yes to
restore security level defaults.
NOTE: 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.
The computer will reboot.
e.
During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed at
the bottom of the screen.
NOTE: You may need to press F10 after pressing the ESC key.
138 Chapter 12 Statement of memory volatility
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
f.
If an asset or ownership tag is set, select Main, 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.
NOTE: Unchecking the checkbox for DriveLock password on restart only disables the prompt on a
warm boot. To disable the prompt on a cold boot, you must disable the DriveLock password using the
DriveLock/Automatic DriveLock option.
h. Select the Security menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
The computer will reboot.
i.
During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed at
the bottom of the screen.
NOTE: You may need to press F10 after pressing the ESC key.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
j.
Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit, and
then select Shutdown.
NOTE: To clear the TPM or fingerprint settings, you must select the Restore Security Settings to
Factory Defaults option.
k.
l.
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.
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.
a. Turn on or restart the computer, and then quickly press esc.
NOTE: You may need to press F10 after pressing the ESC key.
b. Select the Security menu and scroll down to the Utilities menu.
c.
Select Hard Drive Utilities.
d. Select Secure Erase, select the hard drive storing the data you want to clear, and then follow the on-
screen instructions to continue.
139
Nonvolatile memory usage
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
What is the
purpose of this
memory?
Nonvolatile
Memory Type
How is data input into this
memory?
How is this memory write-
protected?
Amount (Size)
HP Sure Start flash 16 MBytes
(select models
only)
No
Yes
Provides
protected
backup of
critical System
BIOS code, EC
firmware, and
critical
Data cannot be written to this This memory is protected
device via the host processor. by the HP Sure Start
The content is managed solely Embedded Controller.
by the HP Sure Start
Embedded Controller.
computer
configuration
data for select
platforms that
support HP Sure
Start.
For more
information, see
Real Time Clock
(RTC) battery
backed-up CMOS
configuration
memory
256 Bytes
No
No
Yes
Yes
Stores system
date and time
and noncritical
data.
RTC battery backed-up CMOS
is programmed using the
Computer Setup (BIOS), or
changing the Microsoft
Windows date & time.
This memory is not write-
protected.
Controller (NIC)
EEPROM
64 KBytes (not
customer
accessible)
Stores NIC
configuration
and NIC
NIC EEPROM is programmed
using a utility from the NIC
vendor that can be run from
DOS.
A utility is required to
write data to this memory
and is available from the
NIC vendor. Writing data to
this ROM in an
firmware.
inappropriate manner will
render the NIC non-
functional.
DIMM Serial
Presence Detect
(SPD) configuration module, 128
data
256 Bytes per
memory
No
Yes
Yes
Stores memory DIMM SPD is programmed by
Data cannot be written to
this memory when the
module is installed in a
computer. The specific
write-protection method
varies by memory vendor.
module
the memory vendor.
information.
Bytes
programmable
(not customer
accessible)
System BIOS
9 MBytes
Yes
Stores system
BIOS code and
computer
configuration
data.
System BIOS code is
NOTE: Writing data to
this ROM in an
inappropriate manner can
render the computer non-
functional.
programmed at the factory.
Code is updated when the
system BIOS is updated.
Configuration data and
settings are input using the
Computer Setup (BIOS) or a
custom utility.
A utility is required for
writing data to this
memory and is available
on the HP website; go to
product, and then follow
140 Chapter 12 Statement of memory volatility
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
What is the
purpose of this
memory?
Nonvolatile
Memory Type
How is data input into this
memory?
How is this memory write-
protected?
Amount (Size)
the on-screen
instructions.
Intel Management 1.5 MBytes or 7 Yes
Yes
Stores
Management Engine Code is
programmed at the factory.
Code is updated via Intel
secure firmware update utility. block all direct read/write
Unique Provisioning Data can access to this area. An
be entered at the factory or by Intel utility is required for
The Intel chipset is
configured to enforce
hardware protection to
Engine Firmware
(present only in
select Elite or Z
models. For more
information, go to
support. Select
Find your product,
and then follow
the on-screen
MBytes
Management
Engine Code,
Settings,
Provisioning
Data and iAMT
third-party data an administrator using the
store.
updating the firmware.
Only firmware updates
digitally signed by Intel
can be applied using this
utility.
Management Engine (MEBx)
setup utility. The third party
data store contents can be
populated by a remote
instructions.)
management console or local
applications that have been
registered by an administrator
to have access to the space.
Bluetooth flash
(select products
only)
2 Mbit
No
No
No
Yes
Yes
Yes
Yes
Stores
Bluetooth flash is
A utility is required for
writing data to this
Bluetooth
configuration
and firmware.
programmed at the factory.
Tools for writing data to this
memory are not publicly
available but can be obtained
from the silicon vendor.
memory and is made
available through newer
versions of the driver
whenever the flash
requires an upgrade.
802.11 WLAN
EEPROM
4 Kbit to 8 Kbit
Stores
802.11 WLAN EEPROM is
programmed at the factory.
Tools for writing data to this
memory are not made public. not made available to the
public unless a firmware
A utility is required for
writing data to this
memory and is typically
configuration
and calibration
data.
upgrade is necessary to
address a unique issue.
Webcam (select
products only)
64 Kbit
Stores webcam Webcam memory is
configuration
and firmware.
A utility is required for
writing data to this
programmed using a utility
from the device manufacturer memory and is typically
that can be run from
Windows.
not made available to the
public unless a firmware
upgrade is necessary to
address a unique issue.
Fingerprint reader
(select products
only)
512 KByte flash Yes
Stores
fingerprint
templates.
Fingerprint reader memory is
programmed by user
enrollment in HP ProtectTools call to write to the flash.
Only a digitally signed
application can make the
Security Manager.
Nonvolatile memory usage 141
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.
a. Turn on or restart the computer, and then quickly press esc.
b. Select Security, 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?
142 Chapter 12 Statement of memory volatility
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.
a. Turn on or restart the computer, and then quickly press esc.
b. Select Main, and then select Reset Security to Factory Defaults.
c.
Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
7. How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled
Secure Boot and created Custom Secure Boot Keys, 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.
a. Turn on or restart the computer, and then quickly press esc.
b. Select the Advanced 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)
NOTE: Sure Start Secure Boot Keys Protection must be disabled in order to reset the Custom Secure Boot Keys.
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.
Using HP Sure Start (select models only) 143
13 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.
144 Chapter 13 Recycling
Index
A
bottom cover
removal 26
buttons
left TouchPad
power
right TouchPad
E
AC adapter
embedded numeric keypad,
identifying 11
identifying 12
mute 12
Ethernet, product description
next 12
C
F
pause 12
call answer light
call end light
camera
identifying
fingerprint reader
fingerprint reader board
removal 38
play 12
stop 12
camera light, identifying
caps lock light, identifying
chipset, product description
components
fingerprint reader bracket
using 12
wireless 13
audio
bottom 14
audio jack board
removal 35
display
G
keyboard area
graphics, product description
guidelines
left side
right side
Computer Setup
audio, product description
audio-out (headphone)/audio-in
(microphone) combo jack,
equipment 25
grounding 23
packaging 24
transporting 24
workstation 24
using a USB keyboard or USB
mouse to start Computer
Setup 119
identifying
B
backups 123
battery
H
hard drive
removal 27
specifications 133
hard drive cover
HDMI board bracket
connector, power
D
battery light
BIOS
display
specifications 133
display assembly
removal 34
display components
display panel
updating 120
HDMI port, identifying
hot keys
boot order
HP PC Hardware Diagnostics UEFI
downloading 130
product description
docking
changing 127
changing using the f9 prompt
product description
bottom 15
Index 145
starting 129
using 129
HP PC Hardware Diagnostics Windows
downloading 128
installing 129
call answer
USB SuperSpeed port with HP
Sleep and Charge
USB Type-C power connector and
Thunderbolt port with HP Sleep
call end
camera
caps lock
microphone mute
num lock
power
sharing or presenting
wireless
and Charge
power button
using 128
HP Recovery Manager
starting 126
power button, identifying
power connector
HP Recovery media
recovery 127
identifying USB Type-C
power cord
M
memory
using 123
HP Recovery partition
recovery 126
removing 127
requirements for all countries
requirements for specific countries
nonvolatile 138
volatile 138
memory module
product description
microphone
power lights
power module
I
product description
internal microphones, identifying
removal 36
microphone mute light, identifying
power requirements, product
J
jacks
description
audio-out (headphone)/audio-in
(microphone) combo
model name
primary storage
product description
privacy screen action key,
identifying 12
processor
K
N
keyboard
product description
keyboard backlight
keypad
NFC board
product description
product description
removal 40
audio
NFC tapping area, identifying
chipset
keys
display panel
docking
action 12
esc 11
fn 11
Windows 11
num lock light
Ethernet
external media cards
O
graphics
operating system, product
description
keyboard
memory module
microphone
NFC
L
labels
Bluetooth 15
P
operating system
pointing device
regulatory 15
service 15
ports
power requirements
primary storage
processors
product name
security
serviceability
video
pointing device, product description
WLAN 15
ports
left side components
lights
HDMI
product description
AC adapter and battery
battery
146 Index
wireless
WWAN
product name
product name and number,
computer 15
slots
security cable
SIM card
solid state drive
solid-state drive
U
USB SuperSpeed port with HP Sleep
and Charge, identifying
R
USB Type-C power connector and
Thunderbolt port with HP Sleep and
speaker assembly
recover
options 125
Charge, identifying
removal 37
recovery
specifications
V
media 127
video, product description
volume
starting 126
adjusting 12
mute 12
system 125
computer 132
display 133
volume button, identifying
volume control board
recovery media
SSD
SSD drive
creating using HP Recovery
Manager 124
using 123
W
removal 29
Windows
Sure Start
using 122
system board
Windows tools
using 124
recovery partition
removing 127
regulatory information
Remote HP PC Hardware Diagnostics
UEFI settings
customizing 131
using 130
removal/replacement
procedures 26
wireless antennas, identifying
removal 31
system memory, removing personal
system restore point
creating 124
wireless light, identifying
wireless, product description
WLAN antennas, identifying
removing personal data from volatile
WWAN antennas, identifying
WWAN module
right side components
T
removal 42
S
Thunderbolt port with HP Sleep and
Charge
security cable slot, identifying
security, product description
identifying USB Type-C
TouchPad
Touchpad
serviceability, product description
setup utility
sharing or presenting light,
removal 39
TouchPad buttons
identifying
TouchPad zone
identifying
identifying
SIM card slot, identifying
Index 147
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