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HP ZBook Studio 16 G11 Maintenance And Service Manual
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HP ZBook Studio 16 G11 Maintenance And Service Manual

HP ZBook Studio 16 G11 Maintenance And Service Manual

Mobile workstation pc
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Maintenance and Service Guide
HP ZBook Studio 16 inch G11 Mobile
Workstation PC
SUMMARY
This guide provides maintenance information about such topics as spare parts, removal and replacement of
parts, security, and backing up.

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Table of Contents
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Summary of Contents for HP ZBook Studio 16 G11

  • Page 1 Maintenance and Service Guide HP ZBook Studio 16 inch G11 Mobile Workstation PC SUMMARY This guide provides maintenance information about such topics as spare parts, removal and replacement of parts, security, and backing up.
  • Page 2 HP Inc. under to be bound by the terms of the HP End Not all features are available in all license. Chrome and Google are trademarks User License Agreement (EULA).
  • Page 3 Also, do not allow the AC adapter to contact the skin or a soft surface, such as pillows or rugs or clothing, during operation. The computer and AC adapter provided by HP comply with the user-accessible surface temperature limits defined by applicable safety standards.

  • Page 4: Table Of Contents

    Table of contents 1 Product description............................................. 1 2 Components................................................4 Right..................................................4 Left................................................... 5 Display .................................................. 6 Low blue light mode (select products only)..............................8 Keyboard area..............................................8 Touchpad ..............................................9 Touchpad settings ......................................... 9 Adjusting touchpad settings................................9 Turning on the touchpad ..................................9 Touchpad components ......................................
  • Page 5 Recommended materials and equipment..............................30 Cleaning your computer........................................31 Enabling HP Easy Clean (select products only) ............................31 Removing dirt and debris from your computer............................31 Cleaning your computer with a disinfectant............................... 32 Caring for wood veneer (select products only) ............................33 Packaging and transporting guidelines..................................
  • Page 6 HP PC Hardware Diagnostics UEFI...............................78 HP BIOS Configuration Utility (BCU)............................79 HP Image Diagnostic Tool ..................................80 HP Thermal Monitor....................................80 Non-HP diagnostics tools...................................80 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages .......80 Status lights .........................................80 Blinking light codes ....................................81 POST error messages ..................................
  • Page 7 Symptom ........................................109 Quick check.........................................110 HP PC Hardware Diagnostics (UEFI) for video test......................110 Display assembly diagram................................110 Dead pixel..........................................111 No video (internal) ....................................... 111 No video (external)......................................111 DisplayPort/VGA ......................................... 112 HDMI ............................................112 No or bad external video via docking..............................113 Incorrect or missing color/distorted image.............................
  • Page 8 Backing up information and creating recovery media..........................151 Using Windows tools for backing up................................151 Using the HP Cloud Recovery Download Tool to create recovery media (select products only)......151 Restoring and recovering your system..................................152 Creating a system restore ....................................152 Restoring and recovery methods ..................................
  • Page 9 Using an HP PC Hardware Diagnostics UEFI hardware failure ID code................156 Starting HP PC Hardware Diagnostics UEFI .............................156 Starting HP PC Hardware Diagnostics UEFI through HP Hotkey Support software (select products only)................................................157 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive..................157 Downloading the latest HP PC Hardware Diagnostics UEFI version................158...

  • Page 10: Product Description

    Category Description Product Name HP ZBook Studio 16 inch G11 Mobile Workstation PC Processors Intel® Core® Ultra5-135H vPro® Enterprise 4.60 GHz processor (14 cores, 18 MB L3 cache, 28 W) Intel Core Ultra7-155H 4.80 GHz processor (16 cores, 24 MB L3 cache, 28W) Intel Core Ultra7-165H vPro Enterprise 5.00 GHz processor (16 cores, 24 MB L3 cache, 28 W)
  • Page 11 Hot plug/unplug and autodetect for correct output to wide-aspect vs. standard aspect video Audio-out (headphone)/audio-in (microphone) combo jack USB 10 Gbps port USB 5 Gbps port USB Type-C® Thunderbolt® ports with HP Sleep and Charge and DisplayPort™ output (2) Keyboard/pointing Keyboard devices...
  • Page 12 HP Fast Charge Technology AC adapters 200 W HP Smart AC adapter (power factor correction [PFC], right-angle barrel, slim 4.5 mm, 3 pin) 150 W HP Smart AC adapter (power factor correction [PFC], right-angle barrel, slim 4.5 mm, 3 pin) Power cords: C5, 1.0 m (3.3 ft), conventional with sticker, HF power cord and C5, 1.0 m (3.3 ft), conventional...

  • Page 13: Components

    Components Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work. Right Use the illustration and table to identify the components on the right side of the computer. Table 2-1 Right-side components and their descriptions Component Description...

  • Page 14: Left

    Power connector Connects an AC adapter. USB Type-C Thunderbolt port with HP Sleep Connects a USB device, provides high-speed data transfer, and Charge and DisplayPort output (2) and charges small devices (such as a smartphone), even when the computer is off.

  • Page 15: Display

    For additional safety information, see the Regulatory, Safety, and Environmental Notices . To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled.
  • Page 16 Table 2-3 Display components and their descriptions (continued) Component Description Webcam Allows you to video chat, record video, and record still images. Some cameras also allow a facial recognition logon to Windows, instead of a password logon. NOTE: Camera functions vary depending on the camera hardware and software installed on your product.

  • Page 17: Low Blue Light Mode (Select Products Only)

    Notices that applies to your country or region. To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. Low blue light mode (select products only) Your computer display is shipped from the factory in low blue light mode for improved eye comfort and safety.

  • Page 18: Touchpad

    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. Select the Search icon in the taskbar, type touchpad settings in the search box, and then press enter.

  • Page 19: Lights

    Table 2-5 Touchpad components and their descriptions Component Description Touchpad zone Reads your finger gestures to move the pointer or activate items on the screen. Left control zone Textured area that allows you to perform additional gestures. Right control zone Textured area that allows you to perform additional gestures.
  • Page 20 Table 2-6 Lights and their descriptions (continued) Component Description Camera privacy light ● On: Camera privacy is enabled. ● Off: Camera privacy is disabled. Power light ● On: The computer is on. ● Blinking (select products only): The computer is in the Sleep state, a power-saving state.

  • Page 21: Buttons, Speakers, And Fingerprint Reader

    Table 2-7 Lights and their descriptions (continued) Component Description Power light ● On: The computer is on. ● Blinking (select products only): The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unnecessary components.

  • Page 22: Special Keys

    Table 2-8 Buttons, speakers, and fingerprint reader and their descriptions (continued) Component Description Power button ● When the computer is off, press the button briefly to turn on the computer. When the computer is on, press the button briefly to ●...
  • Page 23 Table 2-9 Special keys and their descriptions Component Description Displays system information when pressed in combination with the key. Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys . Windows key Opens the Start menu.

  • Page 24: Bottom

    Table 2-10 Special keys and their descriptions Component Description Displays system information when pressed in combination with the key. Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys . Windows key Opens the Start menu.

  • Page 25: Labels

    Table 2-11 Bottom component and description Component 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. Labels The labels affixed to the computer provide information you might need when you troubleshoot system problems or travel internationally with the computer.
  • Page 26 Table 2-12 Service label components Component Serial number Product ID HP product name Table 2-13 Service label components Component HP product name Product ID Serial number Warranty period Table 2-14 Service label components Component HP product name Warranty period Product ID Serial number ●...

  • Page 27: Illustrated Parts Catalog

    To identify the computer major components, use this illustration and table. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
  • Page 28 Table 3-1 Computer major component descriptions and part numbers Item Component Spare part number Display assembly 40.6 cm (16.0 in) antiglare, WQUXGA, Dreamcolor, ambient color sensor and infrared webcam; P07365-001 for use on computer models equipped with WLAN, typical brightness 500 nits 40.6 cm (16.0 in) antiglare, WUXGA, ambient color sensor with infrared webcam, for use on P07366-001 computer models equipped with WLAN, typical brightness 400 nits...
  • Page 29 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number Wireless antenna (includes main antenna and auxiliary antenna cables, transceivers, and N10931-001 double-sided adhesive) (4a) Transfer board (includes double-sided adhesive) P07381-001 NOTE: The transfer board spare part kit does not include the transfer board cable. The transfer board cable is included in the Cable Kit, spare part number N10935-001.
  • Page 30 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number Intel Core Ultra7-165H processor, and NVIDIA RTX2000 graphics controller with 8 GB of P05541-xx1 discrete memory Intel Core Ultra9-185H processor, and NVIDIA RTX2000 graphics controller with 8 GB of P05542-xx1 discrete memory Intel Core Ultra7-155H processor, and NVIDIA RTX3000 graphics controller with 8 GB of...

  • Page 31: Display Assembly Subcomponents

    Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number 1 TB, M.2 2280, PCIe-4×4, NVMe solid-state drive with TLC N77395-002 1 TB, M.2 2280, PCIe-4×4, NVMe, self-encrypting solid-state drive with TLC N86919-002 512 GB, M.2 2280, PCIe-4×4, NVMe solid-state drive with TLC N77393-002 512 GB, M.2 2280, PCIe-4×4, self-encrypting solid-state drive with TLC N86921-002...

  • Page 32: Miscellaneous Parts

    Spare part number AC adapter 280 W AC adapter (PFC, 3 prong, 7.4 mm, slim) M52952-001 150 W HP Smart (PFC, 4.5 mm barrel, slim) L32661-001 200 W AC Smart adapter (PFC, RA, 3 pin, 4.5 mm, slim) N43500-001 Adapter HP USB Type-C–to–DisplayPort adapter...
  • Page 33 Cable Kit (includes transfer board cable, touchpad cable, and the fingerprint reader cable) N10935-001 HP Thunderbolt 4 280 W cable M88059-001 HP Thunderbolt G4 280 W dock (includes combination cable) M97106-001 HP USB External DVD+-RW Drive 747080-001 Duck head adapter (for use in Japan)
  • Page 34 Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component Spare part number For use in the People's Republic of China N24676-001 For use in the South Africa N24674-001 For use in the South Korea N24675-001 For use in Switzerland N24673-001 For use in Taiwan N24677-001...
  • Page 35 Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component Spare part number For use in the South Africa L31391-001 For use in the South Korea L31388-001 For use in Switzerland L31392-001 For use in Taiwan L31394-001 For use in Thailand L31393-001 For use in the United Kingdom L31395-001...

  • Page 36: Removal And Replacement Procedures Preliminary Requirements

    Removal and replacement procedures preliminary requirements Use this information to properly prepare to disassemble and reassemble the computer. Tools required You need the following tools to complete the removal and replacement procedures: ● 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...

  • Page 37: Electrostatic Discharge Information

    IMPORTANT: Drives are fragile components. Handle them with care. To prevent damage to the computer, damage to a drive, or loss of information, observe these precautions: ● Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is off or in Hibernation or Sleep mode, turn the computer on, and then shut it down through the operating system.

  • Page 38: Preventing Electrostatic Damage To Equipment

    Table 4-1 Static electricity occurrence based on activity and humidity Event 55% relative humidity 40% relative humidity 10% relative humidity Walking across carpet 7,500 V 15,000 V 35,000 V Walking across vinyl floor 3,000 V 5,000 V 12,000 V Motions of bench worker 400 V 800 V 6,000 V...

  • Page 39: Grounding The Work Area

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

  • Page 40: Cleaning Your Computer

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

  • Page 41: Cleaning Your Computer With A Disinfectant

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

  • Page 42: Caring For Wood Veneer (Select Products Only)

    When grounding is not possible, use an ionizer to dissipate electric charges. Accessing support information To find the HP support that you need, use this information. Caring for wood veneer (select products only)
  • Page 43 Search collect Chrome device logs. Technical bulletins To locate technical bulletins: Go to www.hp.com. Place the cursor over Problem solving to display more options. Select Support & Troubleshooting. Type the serial number, product number, or product name to go to the product support page.
  • Page 44 Path to access information Component and diagnosis information, To locate diagnosis information and actions: failure detection, and required action Go to http://www.hp.com/go/techcenter/pcdiags. Select Get Support. Near the bottom of the window, select Notebook PCs, and then select your location. Accessing support information...

  • Page 45: Removal And Replacement Procedures For Authorized Service Provider Parts

    NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Make special note of each screw size and location during removal and replacement.
  • Page 46 Table 5-1 Bottom cover description and part number Description Spare part number Bottom cover N51006-001 Before removing the bottom cover, prepare the computer for disassembly (see Preparation for disassembly on page 36). Remove the bottom cover: Slide the screw cover (1) to the left until the screw is accessible. Loosen the five Torx T5 captive screws (2) that secure the bottom cover to the computer.

  • Page 47: Solid-State Drive

    thoroughly clean the thermal pad from the surfaces of the solid-state drive shield and the bottom cover. The following illustration shows the replacement thermal pad locations. Use a thermal pad on the solid-state drive shield (1) and the bottom cover area (2) that services it. To replace the bottom cover, reverse the removal procedures.
  • Page 48 Use the tab (2) to pull the solid-state drive shield up at an angle (3), and then remove the solid-state drive shield (4). The solid-state drive shield is included in the Shield Kit, spare part number N10942-001. Remove the solid-state drive by lifting the top of the drive up slightly (1), and then remove the solid-state drive (2).

  • Page 49: Battery

    Regulatory, Safety, and Environmental Notices . To access this For additional battery information, see the guide, select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. Before removing the battery, follow these steps:...

  • Page 50: Memory Modules

    WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP. IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information.
  • Page 51 Prepare the computer for disassembly (see Preparation for disassembly on page 36). Remove the bottom cover (see Bottom cover on page 36). Remove the battery (see Battery on page 40). If you are replacing a memory module, remove the existing memory module: Release the tape (1) that secures the memory module shield to the heat sink.

  • Page 52: Heat Sink

    To install a memory module, reverse the removal procedure. NOTE: Memory modules are designed with a notch to prevent incorrect insertion. Heat sink To remove the heat sink, use these procedures and illustrations. Table 5-5 Heat sink descriptions and part numbers Description Spare part number Heat sink for use in models with discrete graphics...

  • Page 53: Fan

    ● Thermal paste is also used on the VGA component (3) and on the heat sink area (4) that services it. ● Thermal pads are used on multiple system board components (5) and on the heat sink areas (6) that service them. Reverse this procedure to install the heat sink.

  • Page 54: Front Speakers

    Remove the fans (5). Reverse this procedure to install the fan assembly. Front speakers To remove the front speakers, use this procedure and illustration. NOTE: Front speakers (included in the Speaker Kit, spare part number P07380-001; includes left and right front speakers, left and right rear speakers, cables, and 4 rubber isolators) Before removing the speakers, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 55: Fingerprint Reader Cable

    Disconnect the battery cable from the system board. Disconnect the front speaker cables (1) from the system board. Remove the four Phillips M2.0 × 2.4 broadhead screws (2) that secure the bottom speakers to the computer. Remove the speakers from the computer (3). When removing the bottom speakers, make note of the location of the four rubber isolators (4).

  • Page 56: Fingerprint Reader

    Prepare the computer for disassembly (see Preparation for disassembly on page 36). Remove the bottom cover (see Bottom cover on page 36). Remove the solid-state drive (see Solid-state drive on page 38). Remove the battery (see Battery on page 40). Remove the heat sink (see Heat sink on page 43).
  • Page 57 Table 5-7 Fingerprint reader description and part number Description Spare part number Fingerprint reader N10920-001 NOTE: The fingerprint reader spare part kit does not include the fingerprint reader bracket or the fingerprint reader cable. The fingerprint reader bracket is included in the Bracket Kit, spare part number N10940-001.

  • Page 58: Transfer Board Cable

    Transfer board cable To remove the transfer board cable, use this procedure and illustration. NOTE: The transfer board cable is included in the Cable Kit, spare part number N10935-001. Before removing the transfer board cable, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 36).
  • Page 59 Table 5-8 Transfer board description and part number Description Spare part number Transfer board (includes double-sided adhesive) P07381-001 NOTE: The transfer board spare part kit does not include the transfer board cable. The transfer board cable is included in the Cable Kit, spare part number N10935-001. Before removing the transfer board, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 60: Rtc Battery

    Detach the transfer board (6) from the computer. The transfer board is attached to the computer with double-sided adhesive. Remove the transfer board. To install the transfer board, reverse the removal procedure. RTC battery To remove the RTC battery, use this procedure and illustration. Table 5-9 RTC battery description and part number Description...

  • Page 61: Touchpad Cable

    Remove the RTC battery (2). The RTC battery is attached to the computer with double-sided adhesive. To install the RTC battery, reverse this procedure. NOTE: Only replace the battery with a compatible battery type, which for this computer is CR2016. Touchpad cable To remove the touchpad cable, use this procedure and illustration.

  • Page 62: Touchpad

    Detach the touchpad cable (3) from the computer. The touchpad cable is attached to the computer with double-sided adhesive. Remove the touchpad cable. To install the touchpad cable, reverse the removal procedure. Touchpad To remove the touchpad, use this procedure and illustration. Table 5-10 Touchpad description and part number Description...

  • Page 63: System Board

    Remove the three Phillips M2.0 × 2.3 broad head screws (1) that secure the touchpad bracket to the computer. Remove the shielding material (2) that secures the touchpad to the computer. Lift the top edge of the touchpad (3) until it rests at an angle. Slide the touchpad (4) up and away from the computer.
  • Page 64 Table 5-11 System board descriptions and part numbers (continued) Description Spare part number Intel Core Ultra7-165H processor, and NVIDIA RTX2000 graphics controller with 8 GB of discrete P05541-xx1 memory Intel Core Ultra9-185H processor, and NVIDIA RTX2000 graphics controller with 8 GB of discrete P05542-xx1 memory Intel Core Ultra7-155H processor, and NVIDIA RTX3000 graphics controller with 8 GB of discrete...
  • Page 65 ● Heat sink (see Heat sink on page 43). Remove the system board: Disconnect the following cables from the system board: ● Display panel cable (ZIF) (1) ● Audio jack cable (ZIF) (2) ● Audio jack cable (3) ● Rear speaker cables (4) ●...

  • Page 66: Wlan Module

    Remove the left-side (2) and right-side I/O brackets (3). Lift the system board (1) up until it rests at an angle. Slide the system board (2) to remove it. Reverse this procedure to install the system board. WLAN module To remove the WLAN module, use this procedure and illustration. Table 5-12 WLAN module description and part number Description...

  • Page 67: Display Assembly

    Before removing the WLAN module, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 36). Remove the bottom cover (see Bottom cover on page 36). Disconnect the battery cable from the computer (see Battery on page 40).
  • Page 68 Release the ZIF connector (1) the webcam cable is connected to, and then disconnect the webcam cable from the system board. Release the ZIF connector (2) the display panel cable is connected to, and then disconnect the display panel cable from the system board. Release the display panel cable (3) from the system board.
  • Page 69 Separate the display assembly (2) from the computer. To remove the display bezel or any of the internal display components, follow these steps. Remove the display assembly. Separate the left side of the hinge cover (1), and then use a thin, non-conductive tool (2) to remove the hinge cover from the display assembly.
  • Page 70 Remove the display bezel (4). The display bezel is available using spare part number P11207-001. To remove the display panel assembly: Remove the display assembly. Remove the display bezel. The display panel assembly is secured to the display back cover with tape that is installed under the bottom corners (1) of the display panel assembly.
  • Page 71 Disconnect the display panel cable from the display panel assembly (4). Remove the display panel assembly. The display panel assembly is available using the following spare part numbers: ● P07365-001: 40.6 cm (16.0 in) antiglare, WQUXGA, Dreamcolor, ambient color sensor and infrared webcam;...
  • Page 72 To remove the webcam cable: Remove the display assembly. Remove the display bezel. Remove the display panel assembly. Release the LIF connector (1) the webcam cable is connected to, and then disconnect the webcam cable from the sensor board. Release the LIF connector (2) the webcam cable is connected to, and then disconnect the webcam cable from the webcam.
  • Page 73 Remove the display bezel. Remove the display panel assembly. Remove the webcam cable. Detach the webcam from the display back cover. The webcam is attached to the display back cover with double-sided adhesive. The webcam is available using spare part number N51318-001. To remove the ALS board: Remove the display assembly.
  • Page 74 To remove the motion board cable: Remove the display assembly. Remove the display bezel. Remove the display panel assembly. Release the LIF connector (1) the motion board cable is connected to, and then disconnect the motion board cable from the sensor board. Release the LIF connector (2) the motion board cable is connected to, and then disconnect the motion board cable from the motion board.
  • Page 75 Remove the display assembly. Remove the display bezel. Remove the display panel assembly. Remove the motion board cable. Detach the motion board from the display back cover. The motion board is attached to the display back cover with double-sided adhesive. The motion board is available using spare part number P07382-001.
  • Page 76 Release the sensor board cable from the retention clips (3) and routing channel that secure the sensor board cable to the display back cover. Remove the sensor board cable. The sensor board cable is available using spare part number N13578-001. To remove the sensor board: Remove the display assembly.
  • Page 77 Detach the sensor board (5) from the display back cover. The sensor board is attached to the display back cover with double-sided adhesive. Remove the sensor board. The sensor board is available using spare part number P07383-001. To remove the hinges: Remove the display assembly.

  • Page 78: Rear Speakers

    Reverse this procedure to reassemble and replace the display assembly. Rear speakers To remove the rear speakers, use this procedure and illustration. NOTE: Rear speakers (included in the Speaker Kit, spare part number P07380-001; includes left and right front speakers, left and right rear speakers, cables, and 4 rubber isolators) Before removing the rear speakers, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page...

  • Page 79: Keyboard With Top Cover

    Before removing the audio jack, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 36). Remove the bottom cover (see Bottom cover on page 36). Remove the solid-state drive (see Solid-state drive on page 38). Remove the battery (see Battery on page 40).
  • Page 80 Table 5-15 Spare part country codes For use in country or Spare part For use in country or Spare part For use in country or Spare part region number region number region number Belgium -A41 Iceland -DD1 Saudi Arabia -171 Brazil -201 India...

  • Page 81: Troubleshooting Guide

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

  • Page 82: General Troubleshooting Steps

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

  • Page 83: Understand The Issue

    Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears. If there are errors, the computer might exhibit blinking lights, POST error messages, or similar notifications.
  • Page 84 No wake up on page 105 page 96 Unresponsive on page 106 Burnt smell on page 96 Slow performance on page 107 HP Smart Adapter warning message on page 107 Incorrect time and date on page 108 a,b,c similar symptoms Failure classification by hardware devices To determine failure by device, use this table.

  • Page 85: Examine The Environment

    Table 6-5 Failure classification by hardware devices 4. Display 5. I/O devices 6. Storage 7. Mechanical Display anomalies on Keyboard on page 115 Hard drive or solid-state Noise (sound) on page page 109 drive not recognized on Keyboard pointing stick page 124 Dead pixel on page 111 (select products only) on...

  • Page 86: Update Bios And Drivers

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

  • Page 87: Hp Pc Hardware Diagnostics Uefi

    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.

  • Page 88: Hp Bios Configuration Utility (Bcu)

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

  • Page 89: Hp Image Diagnostic Tool

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

  • Page 90: Blinking Light Codes

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

  • Page 91: Post Error Messages

    ● BIOS ● Mass storage devices ● Fans The following table describes errors encountered during HP PC Hardware Diagnostics UEFI. Table 6-8 System diagnostics failure codes and actions to address the failure Test description Failure description Error Suggested user actions...

  • Page 92: Resolve The Issue

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

  • Page 93: Soft Reset (Default Settings)

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

  • Page 94: 11. Test With Minimum Configuration

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

  • Page 95: Safe Mode

    Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. Non-HP diagnostics tools on page 80 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 96: 13. Replace The System Board

    ● Cables or connections are loose. ● Technician is unaware of information available from the HP Support website (CA - Customer Advisory). ● The issue is related to existing or known issues that might be identified in existing support articles.

  • Page 97: Helpful Hints

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

  • Page 98: Consulting With Hp Service

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

  • Page 99: Common Issues And Possible Solutions

    Common issues and possible solutions This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure Classification tables. The following sections identify the issue with symptoms and solutions to resolve an issue. Power-on issues Use the following sections to troubleshoot power issues.
  • Page 100 Replace new power connector cable (if the cable exists and is defective) To isolate faulty power connector cable and power button, technicians can short power-on pads or pins to turn on the computer. Contact HP Engineering for this information. Verify blinking lights (7.

  • Page 101: Intermittent Power-On, Shutdown, Restart

    Table 6-9 Issues, possible causes, and fixes (continued) Items Procedures Tips Computer automatically boots without pressing power button when the RTC 3 V battery is removed. Therefore, after the service door and RTC 3 V battery are removed, you do not have to press power button from top side. In essential hardware configuration, mWS G1 and G2 might require discrete graphics processing unit (GPU) to boot.

  • Page 102: Ac Adapter Issue

    If there is still no rear power light or no startup, replace the AC adapter. Tips The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling. If this pin is broken, the rear power light turns on, but the power button and front power lights blink continuously, and the computer does not turn on.
  • Page 103 Table 6-12 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● No battery status light Defective AC adapter, battery, or both. ● Blinking amber (critically low NOTE: Before proceeding, verify that the computer can start to BIOS or Windows with battery level) a good AC adapter.
  • Page 104 Use HP Hardware Diagnostics UEFI (6. HP Hardware Diagnostics and Tools on page HP PC Hardware Diagnostics UEFI is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. Verify that battery is recognized and charging.

  • Page 105: Battery Discharges Too Fast

    To conserve battery power, turn off Wireless On-Off button and other peripherals and USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness. Follow HP instructions about how to maintain battery and increase battery life. Burnt smell Use this information to troubleshoot burnt-odor issues.

  • Page 106: Post

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

  • Page 107: Blinking Lights

    Perform hardware reset (8. Hard reset on page 83) and verify that HP Logo is presented correctly on display screen when pressing f10. Test with external monitor via VGA port (or DisplayPort, HDMI, or other). Press power button and close the computer lid to force video output to external video.

  • Page 108: Diagnostic Error Messages

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

  • Page 109: Performance (Os)

    If you lost or forgot the user password, contact your IT personnel. Reference HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655 See the HP PC BIOS F10 Setup Guide at http://support.hp.com. Performance (OS) Most software problems occur as a result of certain situations. ● The application was not installed or configured correctly.
  • Page 110 Verify functionality of AC adapter alone. If it does not work, test with a verified working adapter. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC Hardware Diagnostics (UEFI) tool. Verify connection of power button and cable.

  • Page 111: Blue Screen

    84) to prevent booting to another device. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 77) to isolate major faulty hardware issues. ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory, and system. Chapter 6 Troubleshooting guide...

  • Page 112: Freeze At Windows Logo (Hang Or Lockup)

    ● Thermal Monitor (available only to authorized service providers and technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 77).

  • Page 113: Electromagnetic Interference (Emi)

    Roll back to previous version might be necessary. Go to safe mode to install drivers. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 77) to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 77).

  • Page 114: No Wake Up

    Table 6-22 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System locks up, freezes in certain Electromagnetic interference (EMI). physical area or location Troubleshooting steps (2. Examine the environment on page 76). Pay attention to external power source, high-frequency signals such as cell phones, microwave ovens. Move the computer to different locations nearby to determine where it fails and where it does not fail.

  • Page 115: Unresponsive

    Table 6-23 Issues, possible causes, and fixes (continued) Items Procedures Troubleshooting steps Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 80) is blinking (indicating Sleep state). Press power button to exit Sleep. Reset BIOS to default (associated with OS Power Management in Power Menu) Update BIOS and drivers on page Check power management settings in Windows Power Options.

  • Page 116: Slow Performance

    Perform disk defragmentation to consolidate fragmented data on the hard drive so it works more efficiently. Tips Routine maintenance for performance improvement on page 137. See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space. http://windows.microsoft.com/en-us/windows/optimize-windows-better- performance#optimize-windows-better-performance=windows-vista. HP Smart Adapter warning message Use this information to troubleshoot power adapter warning messages. Slow performance...

  • Page 117: Incorrect Time And Date

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

  • Page 118: Display

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

  • Page 119: Quick Check

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

  • Page 120: Dead Pixel

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

  • Page 121: Displayport/Vga

    Table 6-30 Issues, possible causes, and fixes Items Procedures Symptom Possible causes No image on external monitor External monitor, resolution, display configuration, drivers. Troubleshooting steps Be sure external monitor is compatible with the computer. Be sure that external monitor is turned on. Press any key to exit the power-saving mode.

  • Page 122: No Or Bad External Video Via Docking

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

  • Page 123: Touch Screen

    Table 6-33 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System works normally but the Loose connection, display cable, display, graphics card. display shows: Troubleshooting steps ● Missing or strange color Verify with external monitor ● Image distortion Use combination fn + f4 to enable output to external monitor.

  • Page 124: I/O Devices

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

  • Page 125: Keyboard Pointing Stick (Select Products Only)

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

  • Page 126: Keyboard Backlight

    Table 6-36 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers and technicians. Verify whether keyboard flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks, pads). Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board and back of keyboard, and that connector tabs are properly closed.

  • Page 127: Network Connectivity (Rj-45 Jack)

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

  • Page 128: Wwan

    Table 6-40 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers or technicians. Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section).

  • Page 129: Smart Card Reader

    Table 6-42 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● USB devices are not recognized USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant. ● USB devices are not charging NOTE: USB Type-C uses a different connector entirely.

  • Page 130: Speaker, Headphone - Audio Issues

    Table 6-43 Issues, possible causes, and fixes (continued) Items Procedures Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy. Be sure that the card has no physical damage. Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact.
  • Page 131 Be sure that the sound is not muted. Verify that the sound card is detected in Windows Device Manager. Reinstall the latest audio driver. Test audio device using the HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Audio).

  • Page 132: Thunderbolt (Tb)

    Thunderbolt (TB) Use this information to troubleshoot Thunderbolt issues. Table 6-45 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Thunderbolt device not working BIOS, drivers, and user settings. Troubleshooting steps Update to the latest BIOS and choose appropriate TB Port settings. Reset User Account Settings to default.

  • Page 133: Hard Drive Or Solid-State Drive Not Recognized

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

  • Page 134: No Boot To Operating System (No Read-Write Error)

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

  • Page 135: Read-Write Error

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

  • Page 136: Slow Performance

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

  • Page 137: Mechanical

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

  • Page 138: Fan Runs Constantly

    Table 6-51 Issues, possible causes, and fixes (continued) Items Procedures Noisy fan Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether noise originates from fan. If noise is absent with fan disconnected, see runs constantly on page 129.

  • Page 139: Thermal Shutdown (Hot)

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

  • Page 140: Additional Information

    Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. Test fan using HP PC Hardware Diagnostics UEFI tool (6. HP Hardware Diagnostics and Tools on page 77).

  • Page 141: Acronyms

    In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem. The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. Chapter 6 Troubleshooting guide...

  • Page 142: Processor Not Executing Code

    Table 6-54 Blinking lights and boot error codes Blink codes Error Amber battery light: blinks 1 Hz continuously Embedded Controller unable to load firmware Caps and num lk lights = 1 blink Processor not executing code Caps and num lk lights = 2 blinks BIOS recovery code unable to find valid BIOS recovery image Caps and num lk lights = 3 blinks Memory module error...

  • Page 143: Graphics Controller Error (No Controller)

    lock num lock keys both blink three times, followed by a pause, and then continue in a repeating pattern. Graphics Controller Error (No Controller) This computer has experienced a graphics controller initialization problem resulting in a failed startup. This issue might be related to the graphics controller in your machine. You can resolve this problem by ensuring that the graphics controller module is seated correctly in machines with modular graphics.

  • Page 144: Sure Start Has Identified A Problem (Manual Recovery Policy Set)

    This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure Start normally repairs this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence.
  • Page 145 Battery Check Primary Battery This code indicates that the primary battery has very low capacity. Replace Search http://www.hp.com/support for details about using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Chapter 6 Troubleshooting guide...

  • Page 146: Routine Maintenance For Performance Improvement

    Secondary Battery This indicates that the secondary battery has very low capacity. Replace Search http://www.hp.com/support for details about using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Wireless Module Not installed or Reseat the wireless LAN adapter module, if your notebook supports it.

  • Page 147: Error Message List

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

  • Page 148: Use Windows Debugging Tool

    Use Windows Debugging Tool Debugging Tools for Windows are the primary tools used by Microsoft software developers to analyze and resolve errors that result in memory dumps. Use the tool (https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx) to determine the cause of the error. Follow general steps for downloading, setting up, and using the Windows 10 debugging tool.
  • Page 149 Select features to install. Run the SDK as an administrator. Set the symbol path. Select File > Symbol File Path. ● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http://msdl.microsoft.com/download/ symbols. Chapter 6 Troubleshooting guide...
  • Page 150 ● Save the workspace. Open the crash dump file. Windows Software Development Kit (SDK)

  • Page 151: Display Issue: Pixel Anomalies

    Lookup for Bug Check 0xC2. Display issue: pixel anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might have minor cosmetic manufacturing anomalies or irregularities such as bright or Chapter 6 Troubleshooting guide...
  • Page 152 Combination = in any combination and any color that are always on or off Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses the following set of criteria when damaged displays are submitted for warranty coverage.

  • Page 153: Cable Management

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

  • Page 154: Horizontal Cable Insertion

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

  • Page 155: Multiple-Pin Vertical Connector (Lvds Cable To System Board)

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

  • Page 156: Computer Setup (Bios), Tpm, And Hp Sure Start

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

  • Page 157: Restoring Factory Settings In Computer Setup

    Your password settings and security settings are not changed when you restore the factory settings. Updating the BIOS Updated versions of the BIOS might be available on the HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs .

  • Page 158: Downloading A Bios Update

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

  • Page 159: Changing The Boot Order Using The F9 Prompt

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

  • Page 160: Backing Up, Restoring, And Recovering

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

  • Page 161: Restoring And Recovering Your System

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

  • Page 162: Changing The Computer Boot Order

    Restoring and recovery methods on page 152 to restore your computer before you obtain and use the HP recovery discs. Using a recent backup can return your machine to a working state sooner than using the HP recovery discs. After the system is restored, reinstalling all the operating system software released since your initial purchase can be a lengthy process.

  • Page 163: Using Hp Pc Hardware Diagnostics

    Select the box next to the 24-digit failure ID to copy your failure code and send it to support. Accessing HP PC Hardware Diagnostics Windows After HP PC Hardware Diagnostics Windows is installed, you can access it from HP Support Assistant or the Start menu.

  • Page 164: Accessing Hp Pc Hardware Diagnostics Windows From The Start Menu (Select Products Only)

    Complete one of the following tasks: ● Select the Search icon in the taskbar, type support in the search box, and then select the HP Support Assistant app. ● Select the question mark icon in the taskbar. Select Fixes & Diagnostics.

  • Page 165: Downloading Hp Hardware Diagnostics Windows By Product Name Or Number

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 157. If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues. Using an HP PC Hardware Diagnostics UEFI hardware failure ID code When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit failure ID code is generated.

  • Page 166: Only)

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

  • Page 167: Downloading The Latest Hp Pc Hardware Diagnostics Uefi Version

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

  • Page 168: Downloading Remote Hp Pc Hardware Diagnostics Uefi By Product Name Or Number

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

  • Page 169: Specifications

    Specifications This chapter provides specifications for your computer system. Computer specifications This section provides specifications for your computer. When you travel with your computer, the computer dimensions and weights, as well as input power ratings and operating specifications, provide helpful information. Table 10-1 Computer specifications Metric...

  • Page 170: Display Specifications

    Display specifications This section provides specifications for your display. Table 10-2 Display specifications Metric U.S. Active diagonal size 40.6 cm 16.0 in Resolution 1920 × 1080 (WUXGA) 3840 × 2160 (WQUXGA) Surface treatment Antiglare (WLED, LED panels) Brightness 400 nits (FHD panel) 500 nits (UHD panel) 1000 nits (FHD panel) Viewing angle...

  • Page 171: Statement Of Memory Volatility

    No applications, features, or functionality were added to or installed on the system. Following system shutdown and removal of all power sources from an HP business computer system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and also remains in nonvolatile memory.
  • Page 172 Select the Security menu, select Restore Security Settings to Factory Defaults, and then select Yes to restore security level defaults. The computer restarts. During the restart, press while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen. NOTE: If the system has a BIOS administrator password, type the password at the prompt.

  • Page 173: Nonvolatile Memory Usage

    System boot ROM (BIOS) Nonvolatile memory, 128 Mbit Download the latest BIOS (16 MB) socketed, removable for your model from the HP website and follow the instructions to flash the BIOS that are on the website RTC (CMOS) RAM Volatile memory, 256 bytes...

  • Page 174: Questions And Answers

    Table 11-1 Troubleshooting information for nonvolatile memory usage (continued) Description Volatility description Storage user data How to erase Trusted Platform Module (TPM) Nonvolatile; 51 KB ROM for Follow instructions below firmware and 38 KB system under “Clearing TPM” parametric data Under typical operation, the only user data stored on the primary storage device are preferences for device configuration and settings for connections.

  • Page 175: Using Hp Sure Start (Select Products Only)

    HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the operating system. Examples of this requirement would be if you upgrade or downgrade the OS. Where is the UEFI BIOS located? The UEFI BIOS is located on a flash memory chip.
  • Page 176 Those select computer models ship with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. Advanced users can customize the default configuration.

  • Page 177: Power Cord Set Requirements

    Power cord set requirements This chapter provides power cord requirements for countries and regions. The wide-range input feature of the computer permits it to operate from any line voltage from 100 V AC to 120 V AC, or from 220 V AC to 240 V AC. The three-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
  • Page 178 Table 12-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number Chile Denmark DEMKO Finland FIMKO France Germany India Israel Italy Japan Netherlands KEMA New Zealand SANZ Norway NEMKO People's Republic of China Saudi Arabia SASO Singapore South Africa...
  • Page 179 The flexible cord must be Type H05VV-F three-conductor, 0.75 mm² conductor size. KTL logo and individual approval number must be on each element. Approval number and logo must be printed on a flag label. The flexible cord must be Type HVCTF three-conductor, 1.25 mm² conductor size. Power cord set fittings (appliance coupler, cable, and wall plug) must bear the BSMI certification mark.

  • Page 180: Recycling

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

  • Page 181: Index

    33 illustrated 23 illustrated 21 disinfecting 32 spare part number 23 spare part number 21 HP Easy Clean 31 dock bezel removing dirt and debris 31 spare part numbers 24 spare part number 61 components...
  • Page 182 HP PC Hardware Diagnostics UEFI WLAN 16 downloading 157 left control zone, identifying 10 failure ID code 156 left side components 5 illustrated 21 HP Hotkey Support lights removal 44 software 157 caps lock 10, 11 spare part number 44...
  • Page 183 151 security cable slot, identifying 5 keyboard 2 security, product description 3 memory module 1 sensor board microphone 2 Thunderbolt port with HP Sleep illustrated 23 operating system 3 and Charge removal 67 pointing device 2 identifying USB Type-C 5...
  • Page 184 20, 49 transporting guidelines 27, 33 traveling with the computer 16 USB port, identifying 4 USB Type-C port, identifying 5 USB Type-C Thunderbolt port with HP Sleep and Charge, identifying 5 vent 16 vent, identifying 16 video, product description 2 webcam...

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