Maintenance and Service Guide SUMMARY This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.
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Safety warning notice Reduce the possibility of heat-related injuries or of overheating the computer by following the practices described. WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
Important notice about Customer Self-Repair parts Your computer includes Customer Self-Repair parts and parts that should be accessed by only an authorized service provider. IMPORTANT: See "Removal and replacement procedures for Customer Self-Repair parts" for details. Accessing parts described in "Removal and replacement procedures for authorized service provider parts" can damage the computer or void your warranty.
Table of contents 1 Product description................................................................................................................................................................1 2 Components ...........................................................................................................................................................................5 Locating hardware ...........................................................................................................
Drive handling..........................................................................................................................................................33 Electrostatic discharge information ................................................................................................................................34 Generating static electricity ....................................................................................................................................
System board ...........................................................................................................................................................89 RTC battery ..............................................................................................................................................................94 I/O board ..............................................................................................................................................................
Battery not recognized, not charging............................................................................................................119 Battery discharges too fast ...........................................................................................................................120 Burnt smell.....................................................................................................................................................121 POST.........................................
Blue screen (BSOD) error ...............................................................................................................................150 Noisy hard drive .............................................................................................................................................150 Mechanical .............................................................................................................................................................151 Noise (sound) ........
Downloading a BIOS update ..................................................................................................................175 Installing a BIOS update.........................................................................................................................175 Changing the boot order using the f9 prompt ......................................................................................................175 TPM BIOS settings (select products only) ............................
Downloading Remote HP PC Hardware Diagnostics UEFI .....................................................................................187 Downloading the latest Remote HP PC Hardware Diagnostics UEFI version................................................187 Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number...............................187 Customizing Remote HP PC Hardware Diagnostics UEFI settings ........................................................................
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1 Product description This table provides detailed product information. Table 1-1 Product components and their descriptions Category Description Product Name HP ZBook Fury 15 G8 Mobile Workstation Processors 10th Generation Intel® Core™ processors Intel® Xeon™ W-11955M 2.6 GHz (5.1 GHz max turbo frequency) processor (8 cores, 24 MB L3 cache, 45 W) Intel Core™ i9-11950H 2. GHz (5.1 GHz max turbo frequency) processor (8 cores, 24 MB L3 cache, 45 W) Intel Core i9-11900H 2.6 GHz (5.
Table 1-1 Product components and their descriptions (continued) Category Description FHD (1980 × 1080), antiglare, non-touchscreen display assembly with FHD webcam, and ambient light sensor; typical brightness: 1000 nits FHD (1980 × 1080), antiglare, non-touchscreen display assembly with FHD webcam, infrared sensor, and ambient light sensor; typical brightness: 1000 nits FHD (1980 × 1080), antiglare, non-touchscreen display assembly with FHD webcam, infrared sensor, and ambient light sensor; typical bright
Table 1-1 Product components and their descriptions (continued) Category Description Hard drives, serial ATA (SATA), 6.35 cm (2.5 in), 7.0 mm (0.
Table 1-1 Product components and their descriptions (continued) Category Description Windows 10 Home 64 High-End Chinese Market PPP Windows 10 Home 64 Plus Single Language Windows 10 Home 64 Single Language Windows 10 Professional 64 Windows 10 Professional 64 CBB 1909 Windows 10 Professional 64 CBB 2004 Windows 10 Professional 64 Chinese Market Win 10 Professional 64 for Workstations Plus Win 10 Professional 64 for Workstations Plus Chinese Market Win 10 Professional 64 High End Win 10 Professional 64 Hig
2 Components Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work. Locating hardware Use these instructions to find out what hardware is installed on your computer. ▲ Type device manager in the taskbar search box, and then select the Device Manager app. A list displays all the devices installed on your computer.
Table 2-1 Right-side components and their descriptions (continued) Component Description 2. Insert the card into the memory card reader, and then press in on the card until it is firmly seated. To remove a card: ▲ Press in on the card, and then remove it from the memory card reader. (2) 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.
Table 2-2 Left-side components and their descriptions Component (1) (2) Description RJ-45 (network) jack/status lights Security cable lock slot Connects a network cable. ● Green (left): The network is connected. ● Amber (right): Activity is occurring on the network. Attaches an optional security cable lock to the computer. NOTE: The security cable lock is designed to act as a deterrent, but it might not prevent the computer from being mishandled or stolen.
Display Use the illustration and table to identify the display components. Table 2-3 Display components and their descriptions Component Description (1) WLAN antennas (select products only)* Send and receive wireless signals to communicate with wireless local area networks (WLANs). (2) WWAN antennas (select products only)* Send and receive wireless signals to communicate with wireless wide area networks (WWANs). (3) Camera light(s) (select products only) On: One or more cameras are in use.
Table 2-3 Display components and their descriptions (continued) Component Description To access this guide: ▲ Type HP Documentation in the taskbar search box, and then select HP Documentation. Keyboard area Keyboards can vary by language. Touchpad The touchpad settings and components are described here. Touchpad settings You learn how to adjust the touchpad settings and components here. Adjusting touchpad settings Use these steps to adjust touchpad settings and gestures. 1.
Table 2-4 Touchpad components and their descriptions Component Description (1) Pointing stick Moves the pointer on the screen. (2) Center pointing stick button Functions like the center button on an external mouse. (3) Left pointstick button Functions like the left button on an external mouse. (4) Touchpad zone Reads your finger gestures to move the pointer or activate items on the screen. (5) Left touchpad button Functions like the left button on an external mouse.
Table 2-5 Lights and their descriptions Component Description (1) Caps lock light On: Caps lock is on, which switches the key input to all capital letters. (2) Fn lock light On: The fn key is locked. For more information, see Hot keys on page 16. (3) Privacy key light (select products only) On: Privacy screen is on, which helps prevent side-angle viewing. (4) Mute light ● On: Computer sound is off. ● Off: Computer sound is on. ● On: Microphone is off. ● Off: Microphone is on.
IMPORTANT: To verify that your computer supports fingerprint reader sign-in, type Sign-in options in the taskbar search box and follow the on-screen instructions. If Fingerprint reader is not listed as an option, then your notebook does not include a fingerprint reader. Table 2-6 Button, speakers, and fingerprint reader and their descriptions Component Description (1) Speakers Produce sound. (2) Power button ● When the computer is off, press the button briefly to turn on the computer.
Table 2-6 Button, speakers, and fingerprint reader and their descriptions (continued) Component (3) Description Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. ▲ Touch your finger to the fingerprint reader. IMPORTANT: To prevent fingerprint logon issues, be sure when you register your fingerprint that all sides of your finger are registered by the fingerprint reader. Special keys Use the illustration and table to identify the special keys.
Table 2-7 Special keys and their descriptions (continued) Component (5) Description Power button ● When the computer is off, press the button briefly to turn on the computer. ● When the computer is on, press the button briefly to initiate Sleep. ● When the computer is in the Sleep state, press the button briefly to exit Sleep (select products only). ● When the computer is in Hibernation, press the button briefly to exit Hibernation.
Table 2-8 Action keys and their descriptions (continued) Icon Description On select products, 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.
Table 2-8 Action keys and their descriptions (continued) Icon Description ● Ability to change system properties ● Execute user-defined key sequences 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.
Table 2-10 Bottom components and their descriptions Component (1) Description Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation. (2) Service door release latch and security screw Releases the service door after you remove the security screw. Top cover Use the illustration and table to identify the top cover components.
Table 2-11 Top cover component and its description Component Description Internal microphone (select products only) Records sound. Rear Use the illustration and table to identify the rear components. Table 2-12 Rear component and its description Component 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.
This computer features a security application called HP TamperLock, which alerts customers if the service cover has been removed. The application is preset to disabled. The customer must enable this application in the BIOS, where it is called Smart Cover. If the customer enables HP TamperLock and sends in the computer for repair, the repair center will not be able to repair it. The Call Center will receive the following message: This product is equipped with Smart Cover (Tamper Detection password feature.
Table 2-14 Service label components Component (1) Serial number (2) Product ID (3) HP product name Table 2-15 Service label components Component (1) HP product name (2) Product ID (3) Serial number (4) Warranty period ● Regulatory label(s)—Provide regulatory information about the computer. ● Wireless certification label(s)—Provide information about optional wireless devices and the approval markings for the countries or regions in which the devices have been approved for use.
Determining the correct SIM card size for your computer Before purchasing a SIM card, follow these instructions to determine the correct SIM card size for your computer. 1. Go to http://www.hp.com/support, and then search for your computer by product name or number. 2. Select Product Information. 3. Refer to the listed options to determine which card to purchase. Inserting a SIM card in the service bay To insert a SIM card, follow these steps. 1. Turn off the computer by using the Shut down command.
8. Close the SIM tray cover (1), and slide it to the left (2). To remove the SIM card, reverse the procedures as described previously.
3 Illustrated parts catalog Use this table to determine the spare parts that are available for the computer. Computer major components To identify the computer major components, use this illustration and table. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions.
Table 3-1 Computer major component descriptions and part numbers 24 Item Component (1) 39.6 cm (15.
Table 3-1 Computer major component descriptions and part numbers (continued) Item (2) Component Spare part number Ultra high definition (UHD) (3840 × 1980), touchscreen display assembly with Dream Vision, infrared sensor; typical brightness: 600 nits M75793-001 UHD (3840 × 1980), touchscreen HDC display assembly; typical brightness: 600 nits, antiglare, Dream Vision, assembly with webcam M75792-001 UHD (3840 × 1980), touchscreen display assembly; UWVA, typical brightness: 600 nits, antiglare, Dream
Table 3-1 Computer major component descriptions and part numbers (continued) Item Component (6b) Memory module compartment cover under service cover Spare part number Solid-state drive compartment covers (include thermal material): (7a) Solid-state drive cover under keyboard (included in the Bracket Kit, spare part number M75763-001) (7b) Solid-state drive cover under service cover (included in the Solid-state Drive Hardware Kit, spare part number M17040-001) (8) System board (includes integrated
Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number Equipped with an Intel Core i9-11900H processor and a non-Windows 10 operating system for use only on computers not equipped with WWAN capability M87579-001 Equipped with an Intel Core i9--11900H processor and the Windows 10 operating system for use only on computers not equipped with WWAN capability M87579-601 Equipped with an Intel Core i9-11950H processor and a non-Windows operating system
Table 3-1 Computer major component descriptions and part numbers (continued) Item (13) Component Spare part number Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth 5.0 MU-MIMO M.2 1216 vPro 160MHz MIPI + BRI WW with 2 antennas L92722-001 Shield Kit (includes WLAN module and WWAN module shields) M23349-001 Rubber Kit (includes WLAN module rubber) M17076-001 Solid-state drive 2 TB, M.2 2280, PCIe, NVMe-3×4, SS with TLC L85358-001 2 TB, M.2 2280, PCIe, NVMe, SED with TLC L91394-001 1 TB, M.
Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number 2 TB, 5400 RPM, 7.0 mm hard drive 912487-850 2 TB, 5400 RPM, 7.0 mm hard drive L89711-001 1 TB, 7200 RPM, 7.0 mm hard drive L89707-001 500 GB, 7200 RPM, 7.0 mm Federal Information Processing Standards (FIPS) hard drive L33356-001 500 GB, 7200 RPM, 7.0 mm hard drive 703267-001 500 GB, 7200 RPM, 7.
Table 3-2 Mass storage device descriptions and part numbers (continued) Item Component Spare part number 512 GB, M.2 2280, PCIe, NVMe, SED with TLC L85368-002 256 GB, M.2 2280, PCIe-3×4, SS with TLC L85350-001 256 GB, M.2 2280, PCIe, NVMe, SED with TLC M07245-001 Solid-state Drive Hardware Kit (includes solid-state drive carrier) M17040-001 Cables To identify the cables, use this illustration and table.
Miscellaneous parts To identify the miscellaneous parts, use this table. Table 3-4 Miscellaneous part descriptions and part numbers Component Spare part number AC adapters 200 W AC Smart adapter (PFC, RC, 3 pin, 4.5 mm) L74881-001 150 W HP Smart adapter (PFC, slim, 4.5 mm) L32661-001 120 W HP Smart adapter (PFC, RC, slim, 4.5 mm) L41856-001 Adapters: USB-C® to USB 3.
Table 3-4 Miscellaneous part descriptions and part numbers (continued) Component Spare part number For use in the People's Republic of China 286496-024 For use in South Africa 187487-012 For use in South Korea 231216-015 For use in Switzerland 150304-015 For use in Taiwan 393312-008 For use in Thailand 285052-013 For use in the United Kingdom 100613-021 Power cord (C5, 1.
4 Removal and replacement procedures preliminary requirements Use this information to properly prepare to disassemble and reassemble the computer. Tools required You need the following tools to complete the removal and replacement procedures: ● Tweezers ● Nonconductive, nonmarking pry tool ● Magnetic Phillips P1 screwdriver Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid touching the connector. Before removing an optical drive, be sure that a disc is not in the drive, and be sure that the optical drive tray is closed. Handle drives on surfaces covered with at least 2.54 cm (1 inch) of shock-proof foam. Avoid dropping drives from any height onto any surface. After removing a hard drive or an optical drive, place it in a static-proof bag.
Table 4-1 Static electricity occurrence based on activity and humidity (continued) Relative humidity Event 55% 40% 10% Motions of bench worker 400 V 800 V 6,000 V Removing DIPs (dual in-line packages) from plastic tube 400 V 700 V 2,000 V Removing DIPs from vinyl tray 2,000 V 4,000 V 11,500 V Removing DIPs from polystyrene foam 3,500 V 5,000 V 14,500 V Removing bubble pack from PCB (printed circuit board) 7,000 V 20,000 V 26,500 V Packing PCBs in foam-lined box 5,000 V 11,000 V 21
Table 4-2 Static shielding protection levels (continued) Static shielding protection levels Carbon-loaded plastic Metallized laminate 7,500 15,000 Grounding the work area To prevent static damage at the work area, follow these precautions. ● Cover the work surface with approved static-dissipative material. ● Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and equipment.
● Conductive plastic tubes ● Conductive tote boxes ● Opaque shielding bags ● Transparent metallized shielding bags ● Transparent shielding tubes Cleaning your computer Cleaning your computer regularly removes dirt and debris so that your device continues to operate at its best. Use the following information to safely clean the external surfaces of your computer. Enabling HP Easy Clean (select products only) HP Easy Clean helps you to avoid accidental input while you clean the computer surfaces.
4. Wipe the exterior of the product gently with the moistened cloth. IMPORTANT: Keep liquids away from the product. Avoid getting moisture in any openings. If liquid makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide or bleach that might damage the finish. 5. Start with the display (if applicable).
5. Start with the display (if applicable). Wipe carefully in one direction, and move from the top of the display to the bottom. Finish with any flexible cables, like power cord, keyboard cable, and USB cables. 6. Be sure that surfaces have completely air-dried before turning the device on after cleaning. 7. Discard the gloves after each cleaning. Clean your hands immediately after you remove the gloves. Caring for wood veneer (select products only) Your product might feature high-quality wood veneer.
Table 4-3 Support information locations Service consideration Path to access information Records of reported failure incidents stored on the computer Windows: Pre-operating system failures are logged in the BIOS Event Log. To view the BIOS Event Log: 1. Press the power button. 2. Immediately and repeatedly press esc when the power button light turns white.
Table 4-3 Support information locations (continued) Service consideration Path to access information 3. Near the bottom of the window, select Notebook PCs, and then select your location.
5 Removal and replacement procedures for Customer Self-Repair parts This chapter provides removal and replacement procedures for Customer Self-Repair parts. NOTE: The Customer Self-Repair program is not available in all locations. Installing a part that is not supported by the Customer Self-Repair program can void your warranty. Check your warranty to determine whether Customer Self-Repair is supported in your location.
Remove the service cover: 1. Close the computer and rest it upside down on a flat work surface with the front toward you. 2. Slide the service cover release latch (1) to the right far enough to access the security screw. 3. If present, remove the Phillips M2.0 × 6.0 security screw (2) that secures the service cover release latch in place. 4. Slide the service cover release latch (3) all the way to the right to release the service cover. 5.
● Do not compress or squeeze the battery case with tools or heavy objects stacked on top of the case. These actions can apply undue force on the battery. ● Do not touch the connectors with any metallic surface or object, such as metal tools, screws, or coins, which can cause shorting across the connectors. Before removing the battery, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2. Remove the service cover (see Service cover on page 42).
Table 5-3 Solid-state drive descriptions and part numbers Description Spare part number 2 TB, M.2 2280, PCIe, NVMe-3×4, SS with TLC L85358-001 2 TB, M.2 2280, PCIe, NVMe, SED with TLC L91394-001 1 TB, M.2 2280, PCIe, NVMe-3×4, SS with TLC L85348-001 1 TB, M.2 2280, PCIe NVMe-3x4, SED with TLC L66613-001 512 GB, M.2 2280, PCIe-3×4, SS with TLC L85360-001 512 GB, M.2 2280, PCIe, NVMe, SED with TLC L85368-002 256 GB, M.2 2280, PCIe-3×4, SS with TLC L85350-001 256 GB, M.
5. If it is necessary to remove the solid-state drive carrier, loosen the captive Phillips screw (1) that secures the carrier to the computer. 6. Lift the front edge of the carrier (2) until it rests at an angle. 7. Remove the carrier (3). To install the solid-state drive, reverse the removal procedures. NOTE: Solid-state drives are designed with a notch to prevent incorrect insertion. Hard drive To remove the hard drive, use these procedures and illustrations.
1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2. Remove the service cover (see Service cover on page 42). 3. Remove the battery (see Battery on page 43). 4. Remove the solid-state drive carrier (see Solid-state drives 3 and 4 on page 44). Remove the hard drive: 1. Loosen the three Phillips screws (1) that secure the hard drive to the computer. 2. Swing the carrier bar (2) up and to the left to release the hard drive. 3.
2. Remove the cover from the hard drive (2). Reverse this procedure to reassemble the hard drive. WLAN module To remove the WLAN module, use this procedure and illustration. Table 5-5 WLAN module descriptions and part numbers Description Spare part number Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth 5.0 MU-MIMO M.2 2121 non-vPro MIPI+BRI WW with 2 antennas L92724-001 Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth 5.0 MU-MIMO M.
2. Remove the Phillips M2.0 × 2.5 screw (2), and then remove the WLAN module (3). NOTE: Models have either one or two WLAN antennas. On models with two antennas, the #1 white WLAN antenna cable connects to the WLAN module #1 Main terminal. The #2 black WLAN antenna cable connects to the WLAN module #1 Aux terminal. 3. If the WLAN antenna is not connected to the terminal on the WLAN module, install a protective sleeve on the antenna connector, as shown in the following illustration.
Table 5-6 WWAN module descriptions and part numbers Description Spare part number HP Intel XMM 7360 LTE M.2 WWAN module with GPS L70670-001 Shield Kit (includes WLAN module and WWAN module Mylar shields) M23349-001 Rubber Kit (includes WWAN module rubber) M17076-001 IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region.
4. If the WWAN antenna is not connected to the terminal on the WWAN module, a protective sleeve must be installed on the antenna connector, as shown in the following illustration. Reverse this procedure to install the WWAN module. Solid-state drive 2 To remove solid-state drive 2, use this procedure and illustration.
Table 5-7 Solid-state drive descriptions and part numbers Description Spare part number Only NVMe solid-state drives can be used in solid-state drive compartment 2 2 TB, M.2 2280, PCIe, NVMe-3×4, SS with TLC L85358-001 2 TB, M.2 2280, PCIe, NVMe, SED with TLC L91394-001 1 TB, M.2 2280, PCIe, NVMe-3×4, SS with TLC L85348-001 1 TB, M.2 2280, PCIe NVMe-3x4, SED with TLC L66613-001 512 GB, M.2 2280, PCIe, NVMe, SED with TLC L85368-002 256 GB, M.
4. Pull the drive away from the socket to remove it (1). NOTE: Solid-state drives are designed with a notch (2) to prevent incorrect installation. A thermal pad services solid-state drive 2 and is located on the solid-state drive compartment cover. This pad should be inspected each time that the cover is removed. This pad is intended to be reused if it is not damaged. If this pad is damaged and any residue remains on the solid-state drive (1) or the cover (2), remove it thoroughly and replace it.
NOTE: For proper functionality, the memory modules must be populated in the following order: module 1, module 3, module 2, module 4. Table 5-8 Memory module descriptions and part numbers Description Spare part number 32 GB (3200 MHz, 1.2 V, DDR4) M09713-001 16 GB (3200 MHz, 1.2 V, DDR4) L67710-001 8 GB (3200 MHz, 1.2 V, DDR4) L46598-001 Before removing memory modules 2 and 4, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2.
To protect a memory module after removal, place it in an electrostatic-safe container. To install a memory module: 1. Align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at an angle until it is seated (2). 2. Press down on the module until the side retention clips snap into place (3). Keyboard To remove the keyboard, use this procedure and illustration.
Table 5-9 Keyboard description and part number Description Spare part number Keyboard with backlight, clickpad, pointing stick, and privacy screen (includes backlight cable, clickpad cable, keyboard cable, and pointing stick cable): M17095-001 Keyboard with backlight, clickpad, pointing stick (includes backlight cable, clickpad cable, keyboard cable, and pointing stick cable): M17094-001 Table 5-10 Spare part country codes For use in country or region Spare part number For use in country or region
3. Detach the pointing stick cable (4) from the top cover. (The pointing stick cable is attached to the top cover with double-sided adhesive.) 4. Open the computer. 5. Rest the open computer on its left side.
6. Insert a keyboard release tool or other thin, plastic tool through the KB release opening near the fan, and release the keyboard by pressing on its back (1). Be sure the open computer is right side up with the front toward you. 7. Swing the top edge of the keyboard (2) up and forward until it rests upside down on the top cover. 8. Detach the backlight cable (3) from the top cover. (The backlight cable is attached to the top cover with double-side adhesive.) 9.
To install the keyboard, reverse the removal procedures. Memory modules 1 and 3 To remove memory modules 1 and 3, use this procedure and illustration. NOTE: For proper functionality, the memory modules must be populated in the following order: module 1, module 3, module 2, module 4. Table 5-11 Memory module descriptions and part numbers Description Spare part number 32 GB (3200 MHz, 1.2 V, DDR4) M09713-001 16 GB (3200 MHz, 1.2 V, DDR4) L67710-001 8 GB (3200 MHz, 1.
3. Remove the battery (see Battery on page 43). 4. Remove the keyboard (see Keyboard on page 55) If you are replacing memory modules 1 and 3, remove the existing memory module: 1. Remove the two Phillips M2.0 × 2.5 screws (1) that secure the memory module compartment cover to the computer. 2. Lift the front edge of the cover (2) and swing it up and back until it rests at an angle. 3. Remove the cover (3) by sliding it forward and then lifting it up.
To protect a memory module after removal, place it in an electrostatic-safe container. To install a memory module: 1. Align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at an angle until it is seated (2). 2. Press down on the module until the side retention clips snap into place (3). NOTE: Thermal pads service the memory modules and are located on the memory module compartment cover.
on the memory modules (1) or the cover (2), it should be thoroughly removed and replaced. If protective releasing paper is attached to the thermal pads, remove it before replacement. Solid-state drive 1 To remove solid-state drive 1, use this procedure and illustration. Table 5-12 Solid-state drive descriptions and part numbers Description Spare part number 2 TB, M.2 2280, PCIe, NVMe-3×4, SS with TLC L85358-001 2 TB, M.2 2280, PCIe, NVMe, SED with TLC L91394-001 1 TB, M.
1. Remove the Phillips M2.0 × 2.9 screw (1) that secures the solid-state drive cover to the computer. 2. Lift the right side of the cover (2) until it rests at an angle. 3. Remove the cover (3) by sliding it to the left at an angle. A thermal pad services solid-state drive 1 and is located on the solid-state drive cover. Inspect the pad each time that the cover is removed. This pad is intended to be reused if it is not damaged.
4. Pull the drive away from the socket to remove it (1). NOTE: Solid-state drives are designed with a notch (2) to prevent incorrect installation. To install the solid-state drive, reverse the removal procedures. NOTE: 64 Solid-state drives are designed with a notch to prevent incorrect insertion.
6 Removal and replacement procedures for authorized service provider parts This chapter provides removal and replacement procedures for authorized service provider parts. IMPORTANT: Components described in this chapter should be accessed only by an authorized service provider. Accessing these parts can damage the computer or void the warranty. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
2. Remove the service cover (see Service cover on page 42). 3. Remove the battery (see Battery on page 43). 4. Remove solid-state drive 3 and 4 (see Solid-state drives 3 and 4 on page 44). 5. Remove the solid-state drive carrier (see Solid-state drives 3 and 4 on page 44). 6. Remove the hard drive (see Hard drive on page 46). 7. Remove the keyboard (see Keyboard on page 55). Remove the bottom case: 66 1. Close the computer. 2. Turn the computer upside down with the front toward you. 3.
Reverse this procedure to install the bottom case. SD card board cable To remove the SD card board cable, use this procedure and illustration. Table 6-2 SD card board cable description and part number Description Spare part number SD card board cable (part of the kit that includes the SD card board) M17063-001 Before removing the SD card board cable, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2.
2. Release the ZIF connector (2) to which the SD card board cable is connected, and then disconnect the SD card board cable from the system board. 3. Release the ZIF connector (3) to which the SD card board cable is connected, and then remove the SD card board cable from the SD card board. Reverse this procedure to install the SD card cable. SD card board To remove the SD card board, use this procedure and illustration.
8. Remove the bottom case (see Bottom case on page 65). Remove the SD card board: 1. Remove the SD card slot bezel (1). 2. Detach the SD card board cable (2) from the top cover. (The SD card board cable is attached to the top cover with double-sided adhesive.). 3. Release the ZIF connector (3) to which the SD card board cable is connected, and then disconnect the SD card board cable from the system board. 4. Remove the two Phillips M2.0 × 1.
2. Remove the service cover (see Service cover on page 42). 3. Remove the battery (see Battery on page 43). 4. Remove solid-state drives 3 and 4 (see Solid-state drives 3 and 4 on page 44). 5. Remove the solid-state drive carrier (see Solid-state drives 3 and 4 on page 44). 6. Remove the hard drive (see Hard drive on page 46). 7. Remove the keyboard (see Keyboard on page 55). 8. Remove the bottom case (see Bottom case on page 65).
Before removing the fingerprint reader board, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2. Remove the service cover (see Service cover on page 42). 3. Remove the battery (see Battery on page 43). 4. Remove solid-state drives 3 and 4 (Solid-state drives 3 and 4 on page 44). 5. Remove the solid-state drive carrier (see Solid-state drives 3 and 4 on page 44). 6. Remove the hard drive (see Hard drive on page 46). 7.
Table 6-6 Hard drive cable description and part number Description Spare part number Hard drive cable M17062-001 Before removing the hard drive cable, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2. Remove the service cover (see Service cover on page 42). 3. Remove the battery (see Battery on page 43). 4. Remove the solid-state drives 3 and 4 (see Solid-state drives 3 and 4 on page 44). 5.
Touchpad cable To remove the touchpad cable, use this procedure and illustration. Table 6-7 Touchpad cable description and part number Description Spare part number Touchpad cable M17062-001 Before removing the touchpad cable, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2. Remove the service cover (see Service cover on page 42). 3. Remove the battery (see Battery on page 43). 4.
3. Release the ZIF connector (3) to which the touchpad cable is connected, and then disconnect and remove the touchpad cable from the touchpad. Reverse this procedure to install the touchpad cable. Touchpad To remove the touchpad, use this procedure and illustration. Table 6-8 Touchpad description and part number Description Spare part number Touchpad M17066-001 Before removing the touchpad, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2.
1. Detach the touchpad cable (1) from the top cover. (The touchpad cable is attached to the top cover with double-sided adhesive.) 2. Release the ZIF connector (2) to which the touchpad cable is connected, and then disconnect the touchpad cable from the system board. 3. Remove the four Phillips M2.0 × 2.5 screws (3) that secure the touchpad to the top cover. 4. Remove the touchpad (4). Reverse this procedure to install the touchpad.
7. Remove the keyboard (see Keyboard on page 55). 8. Remove the bottom case (see Bottom case on page 65). . Remove the NFC module cable: 1. Release the ZIF connector (1) to which the NFC module cable is connected, and then disconnect the NFC module cable from the system board. 2. Release the ZIF connector (2) to which the NFC module cable is connected, and then disconnect the NFC module cable from the SD card board. 3. Detach the NFC module cable (3) from the top cover and remove it.
4. Remove solid-state drives 3 and 4 (see Solid-state drives 3 and 4 on page 44). 5. Remove the solid-state drive carrier (see Solid-state drives 3 and 4 on page 44). 6. Remove the hard drive (see Hard drive on page 46). 7. Remove the keyboard (see Keyboard on page 55). 8. Remove the bottom case (see Bottom case on page 65). Remove the NFC module: 1. Release the ZIF connector (1) to which the NFC module cable is connected, and then disconnect the NFC module cable from the system board. 2.
1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2. Remove the service cover (see Service cover on page 42). 3. Remove the battery (see Battery on page 43) 4. Remove solid-state drives 3 and 4 (see Solid-state drives 3 and 4 on page 44). 5. Remove the solid-state drive carriers (see Solid-state drives 3 and 4 on page 44). 6. Remove the hard drive (see Hard drive on page 46). 7. Remove the keyboard (see Keyboard on page 55). 8.
Table 6-12 Fan/heat sink assembly descriptions and part numbers Description Spare part number All fan/heat sink assembly spare part kits include replacement thermal material For use on computer models equipped with an AMD graphics card M75776-001 For use on computer models equipped with a graphics subsystem with discrete memory M82623-001 For use on computer models equipped with a graphics subsystem with a vapor chamber M75775-001 For use on computer models equipped with a graphics subsystem with UM
7. Remove the fan/heat sink assembly (8) by sliding it up and forward at an angle. 8. Thoroughly clean the thermal material from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. The following illustration shows the replacement thermal material locations.
Reverse this procedure to install the fan/heat sink assembly. Display assembly To remove and disassemble the display assembly, use these procedures and illustrations. The display assembly is available as a full hinge-up assembly. Full hinge-up assembly spare part information is presented in the following table. Before removing the display panel, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2.
4. Remove solid-state drives 3 and 4 (see Solid-state drives 3 and 4 on page 44). 5. Remove the solid-state drive carriers (see Solid-state drives 3 and 4 on page 44). 6. Remove the hard drive (see Hard drive on page 46). 7. Remove the keyboard (see Keyboard on page 55). 8. Remove the bottom case (see Bottom case on page 65). 9. Remove the fan/heat sink assembly (see Fan/heat sink assembly on page 78). Table 6-13 39.6 cm (15.
3. Disconnect the webcam module cable (3) from the system board. 4. Release the webcam module cable and the wireless antenna cables from the retention clips (4) built into the top cover. 5. Disconnect the display panel cable (5) from the system board. 6. Release the display panel cable from the retention clips (6) built into the top cover. 7. Remove the nine Phillips M2.5 × 6.0 screws (1) that secure the display assembly to the computer. Reverse this procedure to replace the display assembly. 8.
The bezel is available as spare part numbers M75759-001, M75760-001, and M75761-001. 9. If you need to remove the hinges from the display enclosure: a. Release the latches (1), and remove the hinge cables from the left side (2) and then the right side (3). b. Remove the four Phillips broadhead M2.0 × 2.0 screws (1) from each hinge. c. Remove the hinges from the display (2). The display hinges are available as spare part number M17072-001.
Reverse this procedure to reassemble and replace the display assembly. Beam connector To remove the beam connector, use this procedure and illustration. Table 6-14 Beam connector description and part number Description Spare part number Beam connector ((includes plastic installation tool and replacement thermal material) M86387-001 The beam connector ships attached to a plastic installation tool that is packaged inside a sealed plastic container.
Remove the beam connector: 1. Remove the three Phillips M2.0 × 6.5 broadhead screws (1) that secure the beam connector and bracket to the computer. 2. Remove the beam connector bracket (2). The beam connector bracket will be reused when installing the new beam connector. 3. Remove the beam connector (3). NOTE: The replacement beam connector is packaged in a plastic tray with an installation tool to avoid damage and contamination. Special care should be taken during replacement. 86 4.
6. Remove the installation tool (3). 7. Align the holes on the beam connector bracket with the pins on the beam connector, and then install the beam connector bracket (1). 8. Install the three Phillips M2.0 × 2.9 broadhead screws (2) to secure the beam connector and bracket to the computer. Graphics card To remove the graphics card, use this procedure and illustration.
Table 6-15 Graphics card description and part number (continued) Description Spare part number NVIDIA RTX 4000 graphics card with 8 GB integrated memory M76120-001 NVIDIA RTX 5000 graphics card with 16 GB integrated memory M76121-001 NVIDIA T1000 graphics card with 4 GB integrated memory M76117-001 NVIDIA T2000 graphics card with 2 GB integrated memory M76118-001 NVIDIA Thermal Pad Kit M83915-001 Before removing the graphics card, follow these steps: 1.
2. Slide the graphics card (2) away from the system board slot, and remove it. Reverse this procedure to install the graphics card. System board To remove the system board, use these procedures and illustrations.
Table 6-16 System board descriptions and part numbers (continued) Description Spare part number Equipped with an Intel Core i7-11800H processor and the Windows 10 operating system for use only on computers equipped with WWAN capability M75777-601 Equipped with an Intel Core i7-11850H processor and a non-Windows 10 operating system for use only on computers equipped with WWAN capability M75778-001 Equipped with an Intel Core i7-11850H processor and the Windows 10 operating system for use only on comput
9. Remove solid-state drive 1 (see Solid-state drive 1 on page 62). 10. Remove the bottom case (see Bottom case on page 65). When you replace the system board, be sure to remove the following components (as applicable) from the defective system board and install them on the replacement system board: ● Memory modules (see Memory modules 2 and 4 on page 53 and Memory modules 1 and 3 on page 59). ● WWAN module (see WWAN module on page 49). ● WLAN module (see WLAN module on page 48).
8. Release the webcam cable and the wireless antenna cables from the retention clips (3) built into the right fan. 9. Disconnect the webcam cable (4) and the display panel cable (5) from the system board. 10. Release the display panel cable from the retention clips (6) built into the left fan. 11. Disconnect the following cables from the system board: ● NFC module cable (ZIF) (7) ● Card reader board cable (NFC) (8) ● Touchpad cable (ZIF) (9) ● Hard drive cable (10) 12.
16. Lift the front right edge of the system board (1) until it rests at an angle. When the system board is released, it is disconnected from the I/O board (2). 17. Remove the system board (3). NOTE: A thermal pad services the chip (2) on the top of the system board and is located on the heat sink (1) built into the top cover. Inspect this pad each time that the cover is removed. This pad is intended to be reused if it is not damaged.
Reverse this procedure to install the system board. RTC battery To remove the RTC battery, use this procedure and illustration. Before removing the RTC battery, follow these steps: 1. Prepare the computer for disassembly (see Preparation for disassembly on page 42). 2. Remove the service cover (see Service cover on page 42). 3. Remove the battery (see Battery on page 43). 4. Remove solid-state drives 3 and 4 (see Solid-state drives 3 and 4 on page 44). 5.
2. Insert a case utility tool (1) or similar thin plastic tool into the slot on the RTC battery socket and remove the RTC battery (2) from the socket. Reverse this procedure to install the RTC battery. I/O board To remove the I/O board, use this procedure and illustration.
11. Remove the system board (see System board on page 89). Remove the I/O board: 1. Remove the two Phillips M2.5 × 6.0 screws (1) that secure the I/O board to the computer. 2. Remove the I/O board (2). Reverse this procedure to install the I/O board. Speakers To remove the speakers, use this procedure and illustration. Table 6-18 Speaker description and part number Description Spare part number Speaker Kit M17067-001 Before removing the speakers, follow these steps: 96 1.
8. Remove the memory module compartment cover for memory modules 1 and 3 (see Memory modules 1 and 3 on page 59) 9. Remove solid-state drive 1 (see Solid-state drive 1 on page 62). 10. Remove the bottom case (see Bottom case on page 65). 11. Remove the system board (see System board on page 89). Remove the speakers: 1. Remove the three Phillips M2.0 × 1.7 broadhead screws (1) that secure the speakers to the top cover. 2. Remove the speakers from the computer (2) .
7 Troubleshooting guide This chapter primarily focuses on troubleshooting HP Mobile Workstations. The information is provided so that you can solve problems yourself or at least narrow down the number of possible causes. Based on some of the most common symptoms, this chapter identifies logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results.
Table 7-1 Troubleshooting resources and their descriptions (continued) HP Resource Tool Description Link Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/ HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.
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. 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.
● Storage ● Mechanical A single symptom can be listed under different groups. For example, No Video can belong to (1) power-on or (4) display; but flickering when turned on should be listed in (4) display. Or, in another example, a blue screen 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.
Table 7-5 Failure classification by hardware devices (continued) 4. Display 5. I/O devices 6. Storage 7. Mechanical 2. Dead pixel on page 135 2. 2. No video (internal) on page 135d No boot to operating system (no read-write error) on page 149 2. 3. Keyboard pointing stick (select products only) on page 140 Fan runs constantly on page 152 3. Keyboard backlight on page 141 3. Read-write error on page 149 3. Thermal shutdown (hot) on page 153 4. Touchpad on page 141 4. 5.
4. Update BIOS and drivers Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting. IMPORTANT: Note that some customer company policies prohibit updates. Check your company policy before taking action. The updates may include fixes for your computer issues, and they may also enhance system performance. HP continually improves the update process to make it easier.
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.
NOTE: Use this tool, especially when the computer cannot boot to Windows. NOTE: If a component fails a test, write down the information so that it is available when you contact support. The information is also available in Test Logs on the Main Menu. For more information, see Using HP PC Hardware Diagnostics on page 183 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.
HP Image Diagnostic Tool Available to HP Authorized Support Partners (ASPs) and users, this tool collects information about the current state of the computer, including product serial number, platform and BIOS information, and information about user-installed software and hardware components. Access this tool at ftp://ftp.hp.com/pub/idr/ImageDiags/. HP encourages you to review the report before sending it to support. The report may assist you with diagnostics and solutions to problems you encounter.
Table 7-6 Power button functions and lights and their descriptions (continued) Component Description When the computer is in Hibernation, press the button briefly to exit Hibernation. IMPORTANT: Pressing and holding down the power button results in the loss of unsaved information. If the computer stops responding and operating system shutdown procedures are ineffective, press and hold the power button. Front power light On: The computer is on. Blinking: The computer is in the Sleep state.
Table 7-7 Blinking light codes and what they mean (continued) Blink codes Error Caps and num lk lights = 7 blinks Sure Start unable to find valid BIOS Boot Block image Caps and num lk lights = 8 blinks Sure Start has identified a problem (Manual Recovery Policy Set) POST error messages The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is turned on.
Table 7-8 System diagnostics failure codes and actions to address the failure (continued) Test description Failure description Error code Suggested user actions Because seating or reseating a wireless LAN adapter is unique to each computer model, see the WLAN module removal section in the removal and replacement chapter for further details. Contact support if third-party wireless adapters are installed in the computer. Fan Fan not operating correctly 90B The system fan may be malfunctioning.
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.
● Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST error messages and user actions on page 157). ● Reseating the keyboard cable can resolve an unrecognized keys error. ● Reseating the wireless module and antenna cable can resolve a wireless connection issue. For field replaceable units (FRUs), authorized service providers can try the following steps. For more information, see Removal and replacement procedures for authorized service provider parts on page 65.
● Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated graphics and discrete graphics. Therefore, you might not need a discrete graphics card. ● External VGA monitor ● External USB keyboard ● External mouse NOTE: After you remove the service door, disconnect all connections (internal keyboard, display, discrete GPU, hard drive or solid-state drive, daughterboards, and so on) to achieve the essential hardware configuration.
Review General troubleshooting steps on page 99 for appropriate troubleshooting steps. IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all other troubleshooting options. NOTE: Determine whether a previous service case might be related to the current problem. For example, a fan detection issue could be caused by a loose connection resulting from previous service. TIP: Without an RTC battery (3 V coin-cell battery), the computer automatically reboots.
At startup These steps provide simple, useful checks that you can perform when troubleshooting. TIP: If you have installed an operating system other than the factory-installed operating system, go to http://www.hp.com/go/quickspecs and verify that it is supported on your system. 1. Be sure that the computer is plugged into a working AC outlet. 2. Be sure that power is connected to the docking station if you use a dock. 3. Be sure that the AC adapter light is on. 4.
9. If the screen is blank, confirm the display choice by pressing Windows logo + p and set to screen only. Or plug an external monitor into a different video port on the computer, if one is available, and close the computer lid. 10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support new features or fix the problem. 11. Press the caps lock or num lk key. If the caps lock or num lk light toggles on or off, the keyboard is likely operating correctly. 12.
Table 7-9 Issues, possible causes, and fixes (continued) Items Procedures ● Computer does not start Failed power input to the computer (external power source, AC adapter, faulty battery). ● Display is black or blank Bad connection to the computer (bad power button, power connector). ● No fan noise Defective parts (memory, hard drive, graphics) or failed system board.
Table 7-9 Issues, possible causes, and fixes (continued) Items Procedures 2. If the DC voltage is out of range, replace the AC adapter. NOTE: NOTE: Select models include a power cable between the system board and chassis power connector. This action requires a digital voltmeter. 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.
Table 7-10 Issues, possible causes, and fixes (continued) Items Procedures a. Verify that the AC adapter is working correctly. Use a confirmed working adapter to test. b. Verify that battery is not depleted while system is in the Sleep state. Test with a confirmed working battery. The following steps are for authorized providers or technicians. 1. Follow actions in No power on page 115. a. Be sure that AC adapter has correct DC voltage. b. Verify battery: test with a confirmed working battery. c.
Table 7-11 Issues, possible causes, and fixes (continued) Solution 6. Verify that the AC adapter works on a verified working computer. If the computer operates normally, there is no problem with the adapter. See HP Smart Adapter warning message on page 131 for further information. Verify AC adapter Tips 1. Remove working battery. 2. Verify that AC adapter is compatible with product. Verify that part number is for this computer if possible. 3.
Table 7-12 Issues, possible causes, and fixes (continued) Items Procedures 1. Battery status light is off: battery not recognized. 2. Battery status light is blinking amber: critically low battery level. Reset 1. Hard reset (8. Hard reset on page 109) 2. Soft reset (9. Soft reset (Default Settings) on page 110) Verify AC adapter 1. Determine whether the computer needs the AC adapter to boot and operate.
Table 7-13 Issues, possible causes, and fixes (continued) Items Procedures Determine whether the computer needs the AC adapter to boot and operate. Sometimes an intermittently bad AC adapter and loose connection between adapter and computer results in the inability to charge the battery and causes short runtime. 1. Inspect AC adapter to verify that it is working. 2. Test with AC adapter alone and with a verified working AC adapter.
Table 7-14 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers or technicians. Further inspection on components 1. Inspect further sources internally after disassembling chassis, such as burnt or damaged components. 2. If the issue persists, replace boards, AC adapter, and battery for safety concern, and report issues to HP. POST Use the following sections to troubleshoot Power-on Self Test issues.
Table 7-15 Issues, possible causes, and fixes (continued) Items Procedures ● When booting to Windows, determine whether image appears on display screen (via Windows Screen Solutions or Windows logo ● + p for display switcher). If there is video on the display, disconnect external display device, open the computer lid, and restart. The following steps are for authorized providers or technicians. 1. Reseat display cable connection on system board. 2.
Diagnostic error messages Use the information in the table to help you understand diagnostic error messages. Table 7-17 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● Computer has power ● POST error message displays (Windows logo has not yet appeared) Diagnostic error messages indicate a problem. There may be a problem with the instruction being sent from the BIOS to a hardware component (for example, keyboard failures), or incompatible hardware.
Performance (OS) Most software problems occur as a result of certain situations. ● The application was not installed or configured correctly. ● There is insufficient memory available to run the application. ● There is a conflict between applications. Make sure that all the necessary device drivers are installed.
Table 7-19 Issues, possible causes, and fixes (continued) Items Procedures 2. a. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 103) b. Check fan and connection. Reseat fan cable. c. Be sure that no obstructions or dust are in heat sink fan, fin, or vent. d. Test with a verified working fan. e. Remove old thermal compound and pads and replace with new compound and pads.
Table 7-20 Issues, possible causes, and fixes (continued) Items Procedures There are many different ways to troubleshoot a blue screen error. Therefore, you need to identify working configuration and specific symptoms of the failure to narrow down the issue. See Blue screen (BSOD) error on page 150. Recommended resources Microsoft knowledge base: http://windows.microsoft.
9. d. Check for specific Error Message. See Common blue screen error messages on page 160. e. Boot to safe mode (11. Test with minimum configuration on page 111) to troubleshoot issues. If you cannot start Windows: a. Boot to safe mode. (11. Test with minimum configuration on page 111) b. Use Startup Repair to fix Windows startup files. c. Undo recent changes using System Restore to revert to a previous working state. d.
Table 7-21 Issues, possible causes, and fixes (continued) Items Procedures b. Tips Go to safe mode to install drivers. 4. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 103) to isolate hardware issue. 5. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 103). 6. Reseat cables and connections (10. Reseat cables and connections on page 110). 7. Start Windows in safe mode (11. Test with minimum configuration on page 111). 8.
Table 7-23 Issues, possible causes, and fixes (continued) Items Procedures When resuming from a power management state the computer may display: Troubleshooting steps ● Blank screen ● Some light activity 1. Verify that front power light (Status lights on page 106) is blinking (indicating Sleep state). Press power button to exit Sleep. 2. Reset BIOS to default (associated with OS Power Management in Power Menu) (4. Update BIOS and drivers on page 103) 3.
Table 7-24 Issues, possible causes, and fixes (continued) Items Procedures Unresponsive Program in use has stopped responding to commands. Troubleshooting steps 1. If possible, use the Windows Task Manager to isolate and terminate the offending process. 2. Attempt the normal Windows shutdown procedure. 3. Restart the computer using the power button. Slow performance Use this information to troubleshoot performance issues.
Table 7-26 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Warning message appears in window Less powerful AC adapter, BIOS out of date. Troubleshooting steps Note 1. Update BIOS, which may contain information that assigns an appropriate adapter for the configuration. 2. Update the latest HP Hotkey Support software from Drivers website. 3. Be sure that the power source is sufficient (where adapter is connected). 4.
Display Use these sections to troubleshoot display issues. Display anomalies The display panel is a field-replaceable unit (FRU) and must be replaced by only authorized technicians. However, HP highly recommends that users and technicians observe symptoms and use the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Table 7-28 Display anomaly illustrations (continued) Display anomalies Dead pixel Vertical lines Horizontal lines Quick check Use these steps to check the display. ● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, and other issues. ● Reset and update BIOS and docking firmware. ● Update operating system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others).
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.
No video (external) Use this information to troubleshoot external video issues. Table 7-30 Issues, possible causes, and fixes Items Procedures Symptom Possible causes No image on external monitor External monitor, resolution, display configuration, drivers. Troubleshooting steps 1. Be sure external monitor is compatible with the computer. 2. Be sure that external monitor is turned on. 3. Press any key to exit the power-saving mode. 4. Adjust the brightness of the monitor. 5.
Table 7-31 Issues, possible causes, and fixes (continued) Items References Procedures 3. Check connection and reconnect the HDMI cable. 4. Verify whether sound output is configured correctly in Control Panel > Sound Manager. 1. Perform hard reset (4. Update BIOS and drivers on page 103). 2. Update BIOS and drivers (4. Update BIOS and drivers on page 103) when you hear sound but do not see video on HDTV. http://support.hp.
Incorrect or missing color/distorted image Use this information to troubleshoot image issues. Table 7-33 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System works normally but the display shows: Loose connection, display cable, display, graphics card. ● Missing or strange color ● Image distortion Troubleshooting steps Verify with external monitor 1. Use combination fn + f4 to enable output to external monitor. 2. Close the lid.
Table 7-34 Issues, possible causes, and fixes (continued) Items Procedures 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.
Table 7-35 Issues, possible causes, and fixes (continued) Items Procedures 2. Check for incomplete connection between keyboard and system board by verifying that caps lock or num lk light turns on when you press the key. 3. Verify whether the keyboard is recognized in Windows Device Manager, and verify whether the keyboard driver is installed properly. 4. Test with a working external keyboard (such as a USB keyboard).
Table 7-36 Issues, possible causes, and fixes (continued) Items Procedures 1. Verify whether keyboard flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks, pads). 2. Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board and back of keyboard, and that connector tabs are properly closed. 3. Reseat point stick cables. Example of back of keyboard, including keyboard, point stick, and backlight cables.
Table 7-38 Issues, possible causes, and fixes (continued) Items Procedures (2) Touchpad 1. Ensure touchpad on/off light is not amber (disabled). Double tap to enable. 2. Verify whether touchpad device is listed in Device Manager > Mice and other pointing devices. 3. Install the latest touchpad driver. 4. Adjust touchpad settings (Control Panel > Mouse). 5.
Table 7-40 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers or technicians. 1. Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section). Reseat wireless module and antenna connection. 2. Verify the module antenna cable connection is not loose. 3.
Table 7-42 Issues, possible causes, and fixes (continued) Items ● USB devices are not charging Procedures USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant. NOTE: Examples of USB device Not Recognized USB Type-C uses a different connector entirely. Troubleshooting steps 1. Unplug the USB device. Restart the computer (wait for 2–5 minutes) to reset the USB port or hub in case of a power surge. 2. Perform a soft reset (9.
Table 7-43 Issues, possible causes, and fixes (continued) Items Procedures 6. Reinsert the card reader with correct face as described in its documentation. 7. Check reader function with a verified working card. IMPORTANT: If the card reader has an in-use indicator light, do not insert or remove memory cards while the light is flashing. Doing so might cause loss of data on the card or might permanently damage the card reader.
Table 7-44 Issues, possible causes, and fixes (continued) Items Procedures 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 No sound from external speakers 1. Adjust volume by pressing fn + f6 or f7. Be sure that volume button light is not amber (mute). Or adjust Windows volume control by clicking the speaker icon on the Windows taskbar.
Table 7-45 Issues, possible causes, and fixes (continued) Items Procedures 4. Verify that Windows Device Manager detects the TB device. 5. Verify cable connection to TB port. 6. Test with a verified working TB board, if possible. NOTE: Thunderbolt is new technology. Thunderbolt cable and Thunderbolt device must be compatible with Windows. To determine whether your device is Thunderbolt Certified for Windows, see https://thunderbolttechnology.net/products.
● If any test fails, record failure code and contact support for instructions about how to order a replacement hard drive. ● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test. ● If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows operating system to troubleshoot the problem.
Table 7-46 Issues, possible causes, and fixes (continued) Items Procedures 7. Test with a verified working hard drive. If it is still not recognized, the system board is faulty. NOTE: If the drive is seen in BIOS and Diagnostics, try a secure erase before replacing a drive as this might resolve related issues. No boot to operating system (no read-write error) Use this information to troubleshoot issues with booting to the operating system.
Table 7-48 Issues, possible causes, and fixes (continued) Items Note Procedures 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 110). 3. Verify the drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 110). 4. Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the hard drive replaced. 5.
IMPORTANT: Because an SSD has no moving parts, it does not make loud or clicking noises. Depending on type and rotational speed, some hard drives make more noise than others. Not all noises are related to the fan or hard drive. Table 7-50 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● Loud noise from hard drive BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
Table 7-51 Issues, possible causes, and fixes (continued) Items Procedures 2. Determine whether the noise comes from AC power adapter. Test with a verified working AC adapter. Disconnect external devices and all cables connected to the computer to isolate issue to computer only. Noisy fan Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether noise originates from fan. If noise is absent with fan disconnected, see Fan runs constantly on page 152.
Table 7-52 Issues, possible causes, and fixes (continued) Items Procedures 3. Perform a hard reset (8. Hard reset on page 109). Performing a hard reset can reset recorded thermal values in memory. Thermal-related issue 1. 2. Verify that fan is spinning. Reseat fan cable before moving to next step. a. Check fan and connection. Reseat fan cable. b. Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent. c. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6.
Table 7-53 Issues, possible causes, and fixes (continued) Items Procedures ● Continually running fan 2. ● Decreased computer performance Perform a hard reset (8. Hard reset on page 109). Performing a hard reset can reset recorded thermal values in memory. 3. Determine whether you are using a correct AC adapter. 4. Be sure to turn power off completely when putting a notebook in a travel bag. Thermal-related issue 1. 2. Verify thermal condition: a. Check fan and connection.
HDD–Hard drive KB–Keyboard LVDS–Low-Voltage Differential Signaling MSG–Maintenance and Service Guide mWS–Mobile Workstations WS–Workstations OS–Operating system PC–Personal computer POST–Power-On Self-Test SSD–Solid-state drive TSG–Troubleshooting Guide UEFI–Unified Extensible Firmware Interface WLAN–Wireless local area network WWAN–Wireless wide area network Blinking lights and boot error codes In some cases, when the host processor is not executing code or does not have the necessary code to drive the di
The issue could be related to the processor or the system board in the computer. If the processor is socketed, be sure that the processor is seated correctly in the socket. If this error reoccurs, see General troubleshooting steps on page 99. NOTE: The computer attempts to notify you of this problem through a series of blinking lights.
Intel Trusted Execution Technology (TXT) Error This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a failed startup. The error occurs when three situations are true: ● The Intel Trusted Execution Technology (TXT) has been enabled on the computer. ● Policies have been set to prevent startup if the BIOS measurement has changed. ● The BIOS measurement has changed. For more information about Intel TXT, go to http://www.intel.
Table 7-55 POST error messages and user actions to address the error (continued) Test description Failure descriptions Error code Possible user actions If the memory module still fails, contact support. Startup test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard disk drive might have failed. Contact support for assistance. Startup test Hard Disk 2 SMART 302 The hard drive might have failed. Contact support for assistance.
Table 7-55 POST error messages and user actions to address the error (continued) Test description Failure descriptions Error code Possible user actions Boot Device Manager Hard Disk 2 SMART 302 This code indicates a potential problem with the hard drive. Run the hard drive test. See https://support.hp.com/emea_africa-en/document/c01443371 for more information. BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed successfully.
Table 7-56 Routine maintenance tasks to improve performance (continued) Tasks Weekly Empty the Recycle Bin. X Delete temporary Internet files. X Monthly Back up user files. X Create a restore point. X Defragment the hard drive. X Run Scan Disk. X Occasionally Clean the exterior of the computer. X Close programs that are not being used. X Prevent programs from loading at startup. X Remove rear cover and clean fan blades and vents with compressed air.
● 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.
162 2. Set up the SDK in the configuration window (Windows 10 shown). 3. Select features to install.
4. Run the SDK as an administrator. 5. Set the symbol path. Select File > Symbol File Path. ● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http://msdl.microsoft.com/download/ symbols. ● Save the workspace.
6. Open the crash dump file. 7. Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2.
Display issue: pixel anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might 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, not specifically HP products.
● Type 1: Bright dot on a dark background = Always On ● Type 2: Dark dot on a bright background = Always Off ● Combination = in any combination and any color that are always on or off Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses the following set of criteria when damaged displays are submitted for warranty coverage. Source: http://support.hp.
● 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.
Horizontal cable insertion Use flat tool to pull connector evenly. Do not pull on cable to remove. Slide connector into receptacle on same horizontal plane as board and use a flat tool to push evenly into receptacle. Multiple-pin horizontal connector (LVDS cable to display panel) Use these procedures to properly insert and remove a multiple-pin horizontal connector. Insert procedure: 1. Slide connector evenly into receptacle on same horizontal plane as PCB connector. 2.
Multiple-pin vertical connector (LVDS cable to system board) Use this procedure to properly insert and remove a multiple-pin vertical connector. ● Remove the connector gasket before removing the connector. ● If the connector has a plastic pull tab, pull the tab to disconnect. Otherwise, use flat tool under the connector to remove evenly. Do not pull on the cable to remove. ● Press evenly when reseating, reconnecting, or installing the connector.
8 Using Setup Utility (BIOS) Setup Utility, or Basic Input/Output System (BIOS), controls communication between all the input and output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Setup Utility (BIOS) includes settings for the types of devices installed, the startup sequence of the computer, and the amount of system and extended memory.
3. ● Select Exit, select one of the options, and then follow the on-screen instructions. In Windows, press ctrl+alt+s. To check for later BIOS versions, see Preparing for a BIOS update on page 171. Preparing for a BIOS update Be sure to follow all prerequisites before downloading and installing a BIOS update.
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. NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file from your hard drive.
9 Computer Setup (BIOS), TPM, and HP Sure Start HP provides several tools to help set up and protect your computer. 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 hard drives, display, keyboard, mouse, and printer). Computer Setup includes settings for types of devices installed, the startup sequence of the computer, and amount of system and extended memory.
NOTE: Restoring defaults will not change the hard drive mode. 1. Start Computer Setup. See Using Computer Setup on page 173. 2. Select Main, select Apply Factory Defaults and Exit, and then select Yes. NOTE: If you are using arrow keys to highlight your choice, you must then press enter. NOTE: On select products, the selections might display Restore Defaults instead of Apply Factory Defaults and Exit. Your changes go into effect when the computer restarts.
Downloading a BIOS update After you review the prerequisites, you can check for and download BIOS updates. 1. Type support in the taskbar search box, and then select the HP Support Assistant app. – or – Select the question mark icon in the taskbar. 2. Select Updates, and then select Check for updates and messages. 3. Follow the on-screen instructions. 4. At the download area, follow these steps: a.
TPM BIOS settings (select products only) TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup (BIOS). 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.
10 Backing up, resetting, and recovering This chapter provides information about processes that are standard procedure for most products. Backing up You can back up your data to an optional USB flash drive or SD memory card or through Google Drive. For detailed information about creating a backup, go to http://www.support.google.com. Resetting A factory reset erases all the information on your computer hard drive, including all the files in the Downloads folder.
saved files and saved networks are deleted for all accounts. Your Google Accounts and any data synced to your Google Drive™ storage are not affected by a system recovery. NOTE: For more information about performing a system recovery on your computer, go to http://www.support.google.com Before beginning the recovery process, you need the following: ● A USB flash drive or SD memory card with a capacity of 4 GB or greater.
2. To enter recovery mode, press and hold esc + f3, and then press the power button. When the “Chrome OS is missing or damaged” screen displays, insert the recovery media into your computer. The recovery process begins immediately. 3. Wait while Chrome verifies the integrity of the recovery media. NOTE: If you need to cancel the recovery during the verification process, press and hold the power button until the computer turns off.
11 Backing up, restoring, and recovering You can use Windows tools or HP software to back up your information, create a restore point, reset your computer, create recovery media, or restore your computer to its factory state. Performing these standard procedures can return your computer to a working state faster. IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least 70% charged before you start the recovery process.
HP recommends that you attempt to restore your system using the Restoring and recovery methods on page 181. Creating a system restore System Restore is available in Windows. The System Restore software can automatically or manually create restore points, or snapshots, of the system files and settings on the computer at a particular point. When you use System Restore, it returns your computer to its state at the time you made the restore point. Your personal files and documents should not be affected.
Changing the computer boot order If your computer does not restart using the HP Recovery media, you can change the computer boot order, the order of devices listed in BIOS for startup information. You can select an optical drive or a USB flash drive, depending on the location of your HP Recovery media. IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before beginning these steps. To change the boot order: 1. Insert the HP Recovery media. 2.
12 Using HP PC Hardware Diagnostics You can use the HP PC Hardware Diagnostics utility to determine whether your computer hardware is running properly. The three versions are HP PC Hardware Diagnostics Windows, HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface), and (for select products only) Remote HP PC Hardware Diagnostics UEFI, a firmware feature.
NOTE: To stop a diagnostic test, select Cancel. Accessing HP PC Hardware Diagnostics Windows from Support Assistant After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support Assistant. 1. Type support in the taskbar search box, and then select the HP Support Assistant app. – or – Select the question mark icon in the taskbar. 2. Select Troubleshooting and fixes. 3. Select Diagnostics, and then select HP PC Hardware Diagnostics Windows. 4.
2. Enter HP PC Hardware Diagnostics Windows in the Microsoft Store search box. 3. Follow the on-screen directions. The tool downloads to the selected location. Downloading HP Hardware Diagnostics Windows by product name or number (select products only) You can download HP PC Hardware Diagnostics Windows by product name or number. NOTE: For some products, you might have to download the software to a USB flash drive by using the product name or number. 1. Go to http://www.hp.com/support. 2.
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 this procedure. 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.
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.
● 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.
13 Specifications This chapter provides specifications for your computer. Computer specifications This section provides specifications for your computer. When you travel with your computer, the computer dimensions and weights, as well as input power ratings and operating specifications, provide helpful information. Table 13-1 Computer specifications Metric U.S. Width 35.7 cm 14.06 in Depth 24.25 cm 9.55 in Height (front to back) 2.59 cm 1.02 in Weight 2.42 kg 5.
Table 13-1 Computer specifications (continued) Metric U.S. 19.5 V dc @ 3.33 A – 65 W 19.5 V dc @ 4.62 A – 90 W 19.5 V dc @ 7.70 A – 150 W 19.5 V dc @ 10.
Hard drive specifications This section provides specifications for your hard drives. Table 13-3 Hard drive specifications 2T 1T 500 GB* Height 7.0 mm 7.0 mm 7.0 mm Width 70 mm 70 mm 70 mm Weight 107 g max 107 g max 107 g max Interface type SATA SATA SATA Transfer rate 300 MB/s 300 MB/s 300 MB/s Security ATA security ATA security ATA security Single track 1.5 ms 1.1 ms 1.1 ms Average 12.0 ms 12.0 ms 12.0 ms Maximum 22.0 ms 21.0 ms 21.
Table 13-4 Solid-state drive specifications (continued) 256 GB* 512 GB* 1 TB* Sequential read up to 2150 MB/s up to 2150 MB/s up to 2150 MB/s Random read Up to 300,000 IOPs Up to 300,000 IOPs Up to 300,000 IOPs Sequential write up to 1550 MB/s up to 1550 MB/s up to 1550 MB/s Random write Up to 100,000 IOPs Up to 100,000 IOPs Up to 100,000 IOPs Total logical sectors 468,883,296 1,000,215,216 1,500,336,388 Operating temperature 0°C to 70°C (32°F to 158°F) Transfer rate *1 GB = 1 bill
14 Statement of memory volatility For general information regarding nonvolatile memory in HP business computers, and to restore nonvolatile memory that can contain personal data after the system has been turned off and the hard drive has been removed, use these instructions. HP business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory. The amount of nonvolatile memory present in the system depends upon the system configuration.
f. If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu. Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection to return to the prior menu. g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, and then clear the check box for DriveLock password on restart. Select OK to proceed. h.
iv. Under Utilities, select Disk Sanitizer, select the hard drive with the data that you want to clear, and then follow the on-screen instructions to continue. NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer into an AC outlet before starting. Nonvolatile memory usage Use this table to troubleshooting nonvolatile memory usage.
Table 14-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile memory type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? What is the purpose of this memory? How is data entered into this memory? How is this memory write-protected? write-protection method varies by memory vendor. System BIOS 196 9 MB Yes Yes Stores system BIOS code and computer configuration data. System BIOS code is programmed at the factory.
Table 14-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile memory type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? What is the purpose of this memory? How is data entered into this memory? How is this memory write-protected? Camera (select products only) 64 kilobits No Yes Stores camera configuration and firmware.
The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to initialize the computer’s hardware before loading and executing the OS; the runtime environment allows the loading and execution of software programs from storage devices to provide more functionality, such as advanced hardware diagnostics (with the ability to display more detailed system information) and advanced firmware management and recovery software.
Using HP Sure Start (select products only) Select computer models are configured with HP Sure Start, a technology that continuously monitors your computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start restores the BIOS to its previously safe state, without user intervention. Those select computer models ship with HP Sure Start configured and enabled.
15 Power cord set requirements This chapter provides power cord requirements for countries and regions. The wide-range input feature of the computer permits it to operate from any line voltage from 100 V ac to 120 V ac, or from 220 V ac to 240 V ac. The three-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
Table 15-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number India BIS 1 Israel SII 1 Italy IMQ 1 Japan JIS 3 Netherlands KEMA 1 New Zealand SANZ 1 Norway NEMKO 1 People's Republic of China CCC 4 Saudi Arabia SASO 7 Singapore PSB 1 South Africa SABS 1 South Korea KTL 5 Sweden SEMKO 1 Switzerland SEV 1 Taiwan BSMI 6 Thailand TISI 1 United Kingdom ASTA 1 United States UL 2 1.
16 Recycling When a nonrechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the battery in general household waste. Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP website at http://www.hp.com/recycle.
Index A AC adapters, spare part numbers 31 action keys 14 identifying 14 insert 14 keyboard backlight 14 mute 14 privacy screen 14 programable key 14 screen brightness 14 speaker volume 14 switch screen image 14 touchpad 13 using 14 wireless 14 ambient light sensor, identifying audio adjusting volume 14 audio-out (headphone)/audio-in (microphone) combo jack, identifying 5, 6 audio, product description 3 B backup, creating 180 backups 180 battery light 5 beam connector removal 85 spare part numbers 85 BIOS d
H J hard drive illustrated 29 product description 2 removal 46 spare part number 29 spare part numbers 46 specifications 189, 191 hard drive cable removal 71 spare part numbers 71 hardware, locating 5 HDMI port, identifying 5 hot keys break 16 microphone mute 14 pause 16 programming query 16 scroll lock 16 using 16 HP PC Hardware Diagnostics UEFI downloading 186 failure ID code 185 starting 186 using 185 HP PC Hardware Diagnostics Windows accessing 183, 184 downloading 184 failure ID code 183 installing 1
power cord requirements for all countries 200 requirements for specific countries and regions 200 set requirements 200 power cords, spare part numbers 31 power lights 10 power requirements, product description 3 primary storage product description 2 privacy key light 10 privacy screen action key, identifying 14 processor product description 1 product description audio 3 display panel 1 graphics 1 graphics controller 1 hard drive 2 media card reader 3 memory module 2 microphone 3 operating system 3 optical d
settings 9 spare part number 25 spare part numbers 74 touchpad buttons identifying 9 touchpad cable removal 73 spare part number 30 spare part numbers 73 touchpad zone, identifying 9 TPM settings 176 transporting guidelines 33, 39 traveling with the computer 19 U USB board cable spare part number 30 USB SuperSpeed port with HP Sleep and Charge, identifying 6 USB SuperSpeed port, identifying 6 USB Type-C Thunderbolt port with HP Sleep and Charge, identifying 5 V vent, identifying 18 vents, identifying 16 vid
