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HP ZBook Power G11 Maintenance And Service Manual
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HP ZBook Power G11 Maintenance And Service Manual

Mobile workstation pc
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Maintenance and Service Guide
HP ZBook Power 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 Power G11

  • Page 1 Maintenance and Service Guide HP ZBook Power 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. Inc. Intel, Arc, Core, Thunderbolt, and User License Agreement (EULA).
  • Page 3 Also, do not allow the AC adapter to come into contact with the skin or a soft surface, such as pillows or rugs or clothing, during operation. The computer and the AC adapter provided by HP comply with the user-accessible surface temperature limits defined by applicable safety standards.
  • Page 4 Important notice about Customer Self-Repair parts Your computer includes Customer Self-Repair parts and parts that should be accessed only by an authorized service provider. IMPORTANT: See "Removal and replacement procedures for Customer Self-Repair parts" for details. Accessing parts described in "Removal and replacement procedures for authorized service provider parts"...

  • Page 5: Table Of Contents

    Table of contents 1 Product description............................................. 1 2 Components................................................6 Right..................................................6 Left....................................................7 Display .................................................. 8 Low blue light mode (select products only)..............................9 Keyboard area...............................................10 Touchpad ...............................................10 Touchpad settings .......................................10 Adjusting touchpad settings................................10 Turning on the touchpad ..................................10 Touchpad components ..................................... 11 Lights .................................................
  • Page 6 Cleaning your computer........................................33 Enabling HP Easy Clean (select products only) ............................33 Removing dirt and debris from your computer............................33 Cleaning your computer with a disinfectant............................... 34 Caring for wood veneer (select products only) ............................35 Packaging and transporting guidelines..................................35 Accessing support information ......................................36...
  • Page 7 Remotely deploying the BIOS and drivers ..........................83 Analyze the issue..........................................83 5. Remove or uninstall recently added hardware, software ....................83 6. HP Hardware Diagnostics and Tools..............................83 HP PC Hardware Diagnostics (UEFI)............................84 HP BIOS Configuration Utility (BCU)............................85 HP Image Diagnostic Tool ..................................86 HP Thermal Monitor....................................86...
  • Page 8 HP Smart Adapter warning message..............................113 Incorrect time and date ....................................114 Display ..............................................115 Display anomalies......................................115 Symptom ........................................115 Quick check.........................................116 HP PC Hardware Diagnostics (UEFI) for video test......................116 Display assembly diagram................................116 Dead pixel..........................................117 No video (internal) .......................................117 No video (external)......................................117 DisplayPort/VGA .........................................118 HDMI ............................................118...
  • Page 9 8 Backing up, restoring, and recovering....................................153 Backing up information and creating recovery media..........................153 Using Windows tools for backing up................................153 Using the HP Cloud Recovery Download Tool to create recovery media (select products only).......153 Restoring and recovering your system..................................153 Creating a system restore ....................................154 Restoring and recovery methods ..................................154...
  • Page 10 Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only)... 161 Downloading HP PC Hardware Diagnostics Windows........................161 Downloading the latest HP PC Hardware Diagnostics Windows version from HP..........161 Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store........161 Downloading HP Hardware Diagnostics Windows by product name or number (select products only) ..............................................

  • Page 11: Product Description

    300 nits, eDP 1.2 without PSR, 45% NTSC, nontouch 400 nits, WLED + low blue light, 100% sRGB, eDP 1.4 + PSR 2, low power 1000 nits, WLED + low blue light, 100% sRGB, eDP 1.3 + PSR, HP Sure View Reflect integrated privacy screen 40.6 cm (16.0 in), WQXGA (2560 ×...
  • Page 12 Wireless local area network (WLAN) (select products only) Intel AX211 Wi-Fi® 6E + Bluetooth® 5.3 ● ● Intel AX211 Wi-Fi 6E + Bluetooth 5.3 vPro® Supports UEFI Wi-Fi Supports HP Connection Optimizer Supports HP Extended Range Wireless LAN Intel Bluetooth audio offload Chapter 1 Product description...
  • Page 13 Near Field Communication (NFC) (select products only) NFC Mirage WNC XRAV-1 Near Field Communication Module Wireless wide area network (WWAN) (select products only) HP 4000 4G LTE - Advanced Pro Low-power wide area network (LPWAN) (select products only) Qualcomm 9205 LTE-M (CAT-M1 fSVC) ●...
  • Page 14 Windows 11 Pro Education Windows 11 Home - HP recommends Windows 11 Pro for Business Windows 11 Home Single Language - HP recommends Windows 11 Pro for Business Windows 11 Pro (Windows 11 Enterprise or Windows 10 Enterprise available with a Volume Licensing...
  • Page 15 Table 1-1 Product components and their descriptions (continued) Category Description Bottom cover Product description...

  • Page 16: 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 17: Left

    Table 2-1 Right-side components and their descriptions (continued) Component Description Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it might not prevent the computer from being mishandled or stolen.

  • Page 18: 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 19: Low Blue Light Mode (Select Products Only)

    The Comfort Guide also provides important electrical and mechanical safety information. The Safety & Comfort Guide is available on the web at http://www.hp.com/ergo. Table 2-3 Display components and their descriptions...

  • Page 20: Keyboard Area

    Regulatory, Safety, and Environmental 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. Keyboard area Keyboards can vary by language.

  • Page 21: Touchpad Components

    Using an external mouse, click the Touchpad button. If you are not using an external mouse, press the key repeatedly until the pointer rests on the touchpad button. Then press the spacebar to select the button. Touchpad components Use the illustration and table to identify the touchpad components. Table 2-4 Touchpad components and their descriptions Component...
  • Page 22 Table 2-5 Lights and their descriptions Component Description Caps lock light On: Caps lock is on, which switches the key input to all capital letters. Privacy key light On: Privacy screen is on, which helps prevent side-angle viewing. Mute light ●...

  • Page 23: Button And Fingerprint Reader

    Button and fingerprint reader The fingerprint reader is located on the top cover below the keyboard. IMPORTANT: To verify that your computer supports fingerprint reader sign-in, select the Search icon in the taskbar, type Sign-in options in the search box, and then select the Sign-on options app. If Fingerprint recognition is not listed as an option, then your notebook does not include a fingerprint reader.

  • Page 24: Special Keys

    Table 2-6 Button and fingerprint reader and their descriptions Component Description Power key ● When the computer is off, press the key briefly to turn on the computer. ● When the computer is on, press the key briefly to initiate Sleep.

  • Page 25: Bottom

    Table 2-7 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 26: Labels

    Table 2-8 Bottom components and their descriptions Component Description Speakers (2) Produce sound. Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation.
  • Page 27 Table 2-9 Service label components Component Serial number Product ID HP product name Table 2-10 Service label components Component HP product name Product ID Serial number Warranty period Table 2-11 Service label components Component HP product name Labels...

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

    Before purchasing a SIM card, follow these instructions to determine the correct SIM card size for your computer. Go to http://www.hp.com/support, and then search for your computer by product name or number. Select Product Information. Refer to the listed options to determine which card to purchase.

  • Page 29: Using Tile (Select Products Only)

    To remove the SIM card, press in gently on the card to disengage the SIM lock, and then remove it from the slot. Using Tile (select products only) ® Some computers include a Tile™ Bluetooth device that can help find your computer even when it is off or in the Sleep state.

  • Page 30: 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 31 Table 3-1 Computer major component descriptions and part numbers Item Component Spare part number Display assembly NOTE: Display spare parts are available only as subcomponents. For spare part information, see Display assembly subcomponents on page 24 Top cover with keyboard NOTE: For a detailed list of country codes, see Top cover with keyboard on page 76...
  • Page 32 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number ● NVIDIA RTX 2000 graphics (fWWAN models) N98144-xx1 NVIDIA RTX 2000 graphics P04311-xx1 ● NVIDIA RTX A1000 graphics (fWWAN models)) N98155-xx1 ● Intel Core Ultra 7 165H processor: ●...
  • Page 33 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number ● NVIDIA RTX A500 graphics N98139-xx1 ● NVIDIA RTX 1000 graphics (fWWAN models) N98151-xx1 ● NVIDIA RTX 1000 graphics P04304-xx1 ● NVIDIA RTX 500 graphics (fWWAN models) N98156-xx1 ●...

  • Page 34: Display Assembly Subcomponents

    Computer major component descriptions and part numbers (continued) Item Component Spare part number (20) WWAN module HP 4000 4G LTE - Advanced Pro N65633-002 Qualcomm 9205 LTE-M (CAT-M1 fSVC) N90688-002 (21) WLAN module Intel AX211 Wi-Fi 6E + Bluetooth 5.3 vPro M53363-002 Intel AX211 Wi-Fi 6E + Bluetooth 5.3...

  • Page 35: Miscellaneous Parts

    Table 3-2 Display component descriptions and part numbers Item Component Spare part number Display bezel Models with an FHD camera P02303-001 Models with an IR camera and ambient light sensor (ALS) P02304-001 Models an IR camera without and ALS P02305-001 Models with only a microphone, no ALS, no camera P02308-001 Models with only a microphone, with ALS, no camera...
  • Page 36 Miscellaneous part descriptions and part numbers Component Spare part number AC adapter 150 W HP Smart Adapter (PFC, 4.5 mm, slim barrel) L32661-001 Screw Kit P01207-001 Cable Kit (includes SD card reader cable, smart card reader cable, touchpad cable, NFC cable,...
  • Page 37 Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component Spare part number For use in Europe L19361-001 For use in Europe (HF) M79266-001 For use in India L19363-001 For use in Israel L19362-001 For use in Italy L19364-001 For use in Japan L19365-001 For use in North America L19367-001...
  • Page 38 Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component Spare part number For use in Brazil L30812-001 For use in Denmark L22322-001 For use in Denmark (HF) N17810-001 For use in Europe L22321-001 For use in Europe (HF) N17812-001 For use in India L22624-001 For use in Israel...

  • Page 39: 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 40: Electrostatic Discharge Information

    ● 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.

  • Page 41: Preventing Electrostatic Damage To Equipment

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

  • Page 42: 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 43: 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 44: 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 45: Caring For Wood Veneer (Select Products Only)

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

  • Page 46: Accessing Support Information

    When grounding is not possible, use an ionizer to dissipate electric charges. Accessing support information To find the HP support that you need, use this information. Table 4-3 Support information locations Service consideration...
  • Page 47 Select Authorized service providers. Component and diagnosis information, To locate diagnosis information and actions: failure detection, and required action Go to http://www.hp.com/go/techcenter/pcdiags. Select Get Support. Near the bottom of the window, select Notebook PCs, and then select your location. Accessing support information...

  • Page 48: Removal And Replacement Procedures For Customer Self-Repair Parts

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

  • Page 49: Memory Modules

    Remove the bottom cover: Loosen the three captive Phillips screws (1) that secure the bottom cover to the computer. Remove the two Phillips M2.5 × 4.0 screws (2) that secure the bottom cover to the computer. NOTE: Model without SSD quick access door shown. Use a thin, plastic tool (1) to separate the rear edge (2) of the bottom cover from the top cover.
  • Page 50 Table 5-2 Memory module descriptions and part numbers Description Spare part number 32 GB N77400-001 16 GB N77399-001 8 GB N77398-001 Memory module thermal pads P03086-001 Before removing the memory, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()).
  • Page 51 Before installing memory modules, be sure thermal pads are installed underneath the memory covers in the locations as shown in the following illustration. Be sure to replace any damaged thermal pads. Before installing memory modules, be sure thermal pads are installed underneath the modules in the locations as shown in the following illustration.

  • Page 52: Solid-State Drive (Ssd)

    On both sides of the module, use your fingers to press down on the module (3) until the side retention clips snap into place. Solid-state drive (SSD) To remove the SSD, use this procedure and illustration. Table 5-3 Solid-state drive descriptions and part numbers Description Spare part number 4 TB, TLC...

  • Page 53: Solid-State Drive Quick Access Door

    IMPORTANT: While the computer bottom cover offers HP TamperLock protection, that protection does not extend to SSD door access. For more information, see the HP TamperLock User Guide, located at https://h10032.www1.hp.com/ctg/Manual/c07055601.pdf. You can configure the computer to notify you or to shut down when the SSD door is opened. To configure this setting, open the F10 Setup Utility, and then go to Security >...
  • Page 54 Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()). Remove the bottom cover (see Bottom cover on page 38 ()). On the inside of the bottom cover, slide the lock out of the housing to release the door lock. Replace the bottom cover.
  • Page 55 Remove the screw (1) that secures the SSD. Insert the screw (2) into the holder. Swing the top of the door (1) down and to the right into place. Slide the door (2) to the left until it clicks into place. Solid-state drive quick access door...
  • Page 56 To remove and install an SSD from under the quick release door: Position the computer upside down. Open the quick release door Slide the lock (1) to the right. Lift the right side of the SSD (2) up slightly. Pull the SSD (3) out of the socket. Insert the SSD (1) into the socket.
  • Page 57 Slide the lock (3) to the left to lock the drive in place. Close the quick release door. Solid-state drive quick access door...

  • Page 58: Removal And Replacement Procedures For Authorized Service Provider Parts

    To remove and replace computer components, use the procedures described in this section. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions.
  • Page 59 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 60: Wlan Module

    WLAN module To remove the WLAN module, use this procedure and illustration. Table 6-2 WLAN module descriptions and part numbers Description Spare part number Intel AX211 Wi-Fi 6E + Bluetooth 5.3 vPro M53363-002 Intel AX211 Wi-Fi 6E + Bluetooth 5.3 M53366-002 IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless...

  • Page 61: Wwan Module

    To remove the WWAN module, use this procedure and illustration. Table 6-3 WWAN module descriptions and part numbers Description Spare part number HP 4000 4G LTE - Advanced Pro N65633-002 Qualcomm 9205 LTE-M (CAT-M1 fSVC) N90688-002 IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless...
  • Page 62 devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support. Before removing the WWAN module, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()).

  • Page 63: Sd Card Reader Board

    Reverse this procedure to install the WWAN module. SD card reader board To remove the SD card reader board, use this procedure and illustration. Table 6-4 SD card reader board descriptions and part numbers Description Spare part number SD card reader board P03089-001 SD card reader board cable (included in Cable Kit) P04235-001...

  • Page 64: Nfc Module

    NFC module To remove the NFC module, use this procedure and illustration. Table 6-5 NFC module descriptions and part numbers Description Spare part number NFC module L02249-001 NFC module cable (available in the Cable Kit) P04235-001 NFC antenna P04237-001 Before removing the NFC module, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()).

  • Page 65: Touchpad

    Table 6-6 RTC battery description and part number Description Spare part number RTC battery (CR2032) M34737-001 Before removing the RTC battery, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()). Remove the bottom cover (see Bottom cover on page 38 ()).
  • Page 66 Before removing the touchpad, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()). Remove the bottom cover (see Bottom cover on page 38 ()). Remove the battery (see Battery on page 48 ()). Remove the memory modules (see Memory modules on page 39 ()).

  • Page 67: Speakers

    Slide the touchpad (4) away from the system board, and then remove the touchpad (5). To install the touchpad, reverse this procedure. When installing the touchpad, be sure to insert the top of the touchpad underneath the frame. Speakers To remove the speakers, use this procedure and illustration. Table 6-8 Speaker description and part number Description...

  • Page 68: Smart Card Reader

    Before removing the speakers, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()). Remove the bottom cover (see Bottom cover on page 38 ()). Disconnect the battery cable from the system board (see Battery on page 48 ()).
  • Page 69 Remove the bottom cover (see Bottom cover on page 38 ()). Remove the battery (see Battery on page 48 ()). Remove the left speaker (see Speakers on page 57 ()). Remove the smart card reader: Remove the four Phillips M2.0 × 2.0 screws (1) that secure the smart card reader bracket to the computer.

  • Page 70: Fans

    Fans To remove the fans, use these procedures and illustrations. Table 6-10 Fan description and part number Description Spare part number Fan Kit (includes left and right fans) P03087-001 Before removing the fans, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()).

  • Page 71: Sim Board

    Table 6-11 RJ-45 door description and part number Description Spare part number RJ-45 door N06905-001 Before removing the RJ-45 door, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 38 ()). Remove the bottom cover (see Bottom cover on page 38 ()).

  • Page 72: Fingerprint Reader Board

    Remove the bottom cover (see Bottom cover on page 38 ()). Disconnect the battery cable from the system board (see Battery on page 48 ()). Remove the WWAN module (see WWAN module on page 51 ()). Remove the SIM board: Remove the two Phillips M2.0 ×...

  • Page 73: Solid-State Drive Quick Access Door Brackets

    Remove the SD card reader board (see SD card reader board on page 53 ()). Remove the fingerprint reader board: Disconnect the fingerprint reader cable from the ZIF connector (1) on the fingerprint reader board. Remove the two Phillips M2.0 × 2.5 screws (2) that secure the fingerprint reader bracket. Remove the bracket (3).

  • Page 74: Heat Sink

    Remove the Phillips M2.0 × 3.5 screw (3) from the right bracket, and then remove the bracket (4). To replace the solid-state drive quick access door brackets, reverse the removal procedures. Heat sink To remove the heat sink, use these procedures and illustrations. Table 6-15 Heat sink description and part number Description...

  • Page 75: System Board

    Remove the heat sink (2). The thermal pads are reusable. Be sure that thermal grease (1), thick thermal pads (2), and thin thermal pads (3) are installed on the heat sink as shown in the following illustration. NOTE: Replace the thermal pads if they are damaged. To install the heat sink, reverse this procedure.
  • Page 76 Table 6-16 System board descriptions and part numbers Description Spare part number System board NOTE: All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system Intel Core Ultra 9 185H processor: NVIDIA RTX A3000 graphics N98134-xx1 ●...
  • Page 77 Table 6-16 System board descriptions and part numbers (continued) Description Spare part number ● NVIDIA RTX 3000 graphics (fWWAN models) N98145-xx1 ● NVIDIA RTX 3000 graphics P04312-xx1 ● NVIDIA RTX 2000 graphics (fWWAN models) N98142-xx1 ● NVIDIA RTX 2000 graphics (fWWAN models) P04307-xx1 ●...
  • Page 78 Disconnect the following cables from the system board: ● Wireless antenna cables (1) ● Speaker cable (2) ● Keyboard cable (ZIF) (3) ● Smart card reader board cable (ZIF) (4) ● Touchpad cable (ZIF) (5) ● Display cable (6) ● Backlight cable (ZIF) (7) ●...

  • Page 79: Display Assembly

    Remove the USB bracket (2). Lift the left edge of the system board (1) until it rests at an angle. Remove the system board by lifting it up and to the left away from the computer (2). To install the system board, reverse this procedure. Display assembly To remove and disassemble the display assembly, use these procedures and illustrations.
  • Page 80 Remove the display assembly: Disconnect the antenna cables (1) from the WWAN module. Release the antenna cables from the clips (2) built into the left fan. Disconnect the display panel cable (3) from the system board. Disconnect the antenna cables (4) from the WLAN module. Remove the antenna and display cables from the clips (5) around the right side of the fan.
  • Page 81 Separate the display assembly (2) from the top cover. To remove the display bezel: Flex the inside of the left and right sides (1) and the top (2) of the bezel to release the bezel from the display back cover. Starting on the side of the bottom of the bezel, insert a tool (3) and pull it along the bottom to release the bezel.
  • Page 82 ● P02308-001—Models with only a microphone, no ALS, no camera ● P02309-001—Models with only a microphone, with ALS, no camera To remove the display panel: Use tweezers to grasp the end of the stretchable tape that is installed in four locations (1) under the panel.
  • Page 83 Disconnect the display panel cable (4) from the display panel. Panel adhesive is available in the LCD Support Kit as spare part number M27375-001. Display panels are available as the following spare part numbers: ● N99004-001—300 nit touch panel ● N99006-001—300 nit panel ●...
  • Page 84 Disconnect the cable (1) from the ZIF connector on the camera module. Use a tool (2) to release the module. The module is secured with adhesive. Remove the module (3). Camera modules are available as spare part number P03096-001 for FHD cameras and P03097-001 for 5 MP + IR cameras.
  • Page 85 To remove the display panel cable: Disconnect the cable (1) from the camera module. Peel the cable (2) off the inside of the display rear cover. Remove the cable from the clips (3) along the bottom of the display back cover. The display panel cable is available using spare part number P01201-001 for models with only WLAN and P01202-001 for models with WLAN + WWAN.

  • Page 86: Top Cover With Keyboard

    Peel the wireless antennas (2) from the display back cover. The antennas are attached with adhesive. To reassemble and install the display assembly, reverse this procedure. Top cover with keyboard The top cover with keyboard remains after removing all other spare parts from the computer. In this section, the first table provides the main spare part number for the top covers with keyboards.
  • Page 87 Table 6-18 Spare part country codes (continued) For use in country or Spare part For use in country or Spare part For use in country or Spare part region number region number region number France -051 Portugal -131 Ukraine -BD1 Germany -041 Romania...

  • Page 88: 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 89: General Troubleshooting Steps

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

  • Page 90: Understand The Issue

    Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears. If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.
  • Page 91 No wake up on page 111 page 102 Unresponsive on page 112 Burnt smell on page 102 Slow performance on page 113 HP Smart Adapter warning message on page 113 Incorrect time and date on page 114 a,b,c similar symptoms Failure classification by hardware devices To determine failure by device, use this table.

  • Page 92: Examine The Environment

    Table 7-5 Failure classification by hardware devices 4. Display 5. I/O devices 6. Storage 7. Mechanical Display anomalies on Keyboard on page 121 Hard drive or solid-state Noise (sound) on page page 115 drive not recognized on Keyboard pointing stick page 130 Dead pixel on page 117 (select products only) on...

  • Page 93: 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 94: Hp Pc Hardware Diagnostics (Uefi)

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

  • Page 95: Hp Bios Configuration Utility (Bcu)

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

  • Page 96: Hp Image Diagnostic Tool

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

  • Page 97: 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 98: Post Error Messages

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

  • Page 99: 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 100: 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 101: 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 102: 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 86 () for instructions about obtaining and using a Windows-To-Go USB.

  • Page 103: Verify Solution

    ● Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used was in an HP public document, provide the document information to the customer, letting http://www.hp.com them know they can locate it on (www.hp.com).

  • Page 104: Helpful Hints

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

  • Page 105: Consulting With Hp Service

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

  • Page 106: No Power

    No power When a unit experiences no power, there are several contributing factors to consider. Be sure to consider all symptoms related to this behavior when troubleshooting. Table 7-9 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Computer does not start Failed power input to the computer (external power source, AC adapter, faulty ●...
  • Page 107 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 108: Intermittent Power-On, Shutdown, Reboot

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

  • Page 109: Ac Adapter Issue

    Table 7-10 Issues, possible causes, and fixes (continued) Items Procedures Follow actions in No power on page 96 Be sure that AC adapter has correct DC voltage. Verify battery: test with a confirmed working battery. Verify that power button is not stuck. Verify that power connector is not loose.

  • Page 110: Battery Not Recognized, Not Charging

    If there is still no rear power light or no boot, replace the AC adapter. Tips The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling. If this pin is broken, the rear power light turns on, but the power button and front power lights blink continuously, and the computer does not turn on.
  • Page 111 Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 83 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 112: Battery Discharges Too Fast

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

  • Page 113: 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 114: Blinking Lights

    Perform hardware reset (8. Hard reset on page 89 ()) 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 115: 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 116: Performance (Os)

    If you lost or forgot the user password, contact your IT personnel. Reference HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655 2015 Business PC models: see the HP PC BIOS F10 Setup Guide at http://support.hp.com. Performance (OS) Most software problems occur as a result of certain situations. ●...
  • Page 117 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 118: Blue Screen

    ()) to prevent booting to another device. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 83 ()) to isolate major faulty hardware issues. ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory, and system. Chapter 7 Troubleshooting guide...

  • Page 119: 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 83 Remove or undo recently added hardware (5.

  • Page 120: Electromagnetic Interference (Emi)

    Roll back to previous version may be necessary. Go to safe mode to install drivers. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page ()) to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 83 ()).

  • Page 121: No Wake Up

    Table 7-22 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System locks up, freezes in certain Electromagnetic interference (EMI). physical area or location Troubleshooting steps (2. Examine the environment on page 82 ()). Pay attention to external power source, high-frequency signals such as cell phones, microwave ovens.

  • Page 122: Unresponsive

    Table 7-23 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes When resuming from a power Power-saving mode; multiple-display setting. management state the computer Troubleshooting steps may display: ● Blank screen Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 86 ()) is blinking (indicating Sleep state).

  • Page 123: 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 143 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 124: Incorrect Time And Date

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

  • Page 125: 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 126: 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 127: 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 128: Displayport/Vga

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

  • Page 129: 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 130: Touch Screen

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

  • Page 131: 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 132: Keyboard Pointing Stick (Select Products Only)

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

  • Page 133: Keyboard Backlight

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

  • Page 134: 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 135: Wwan

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

  • Page 136: Smart Card Reader

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

  • Page 137: Speaker, Headphone - Audio Issues

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

  • Page 138: Thunderbolt (Tb)

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

  • Page 139: Storage

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

  • Page 140: 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 141: 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 142: 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 143: Slow Performance

    Routine maintenance for performance improvement on page 143 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 144: 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 145: Fan Runs Constantly

    Table 7-51 Issues, possible causes, and fixes (continued) Items Procedures Noisy fan Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether noise originates from fan. If noise is absent with fan disconnected, see runs constantly on page 135 Noisy hard drive Determine whether the noise comes from the hard drive.

  • Page 146: 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 147: 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 83 ()).

  • Page 148: Blinking Lights And Boot Error Codes

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

  • Page 149: Processor Not Executing Code

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

  • Page 150: Failure System Board Error

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

  • Page 151: Post Error Messages And User Actions

    + up arrow + down arrow. To avoid the need for this manual recovery step, set the HP Sure Start recovery policy to automatic. If this error reoccurs, you must use a service event to identify the source of the error and take appropriate corrective action.
  • Page 152 Primary Battery This code indicates that the primary battery has very low capacity. Replace Search http://www.hp.com/support for details about using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Battery Check Secondary Battery This indicates that the secondary battery has very low capacity.

  • Page 153: Routine Maintenance For Performance Improvement

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

  • Page 154: Bug Check Symbolic Names

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

  • Page 155: Windows Software Development Kit (Sdk)

    Use the tool (https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx) to determine the cause of the error. Follow general steps for downloading, setting up, and using the Windows 10 debugging tool. A similar process is used for Windows 7 or Windows 8. NOTE: The following screen shots provide only an example of the tool. Specifics shown are not representative of all applications of the debugging tool.
  • Page 156 Select features to install. Run the SDK as an administrator. Set the symbol path. Select File > Symbol File Path. ● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http://msdl.microsoft.com/download/ symbols. Chapter 7 Troubleshooting guide...
  • Page 157 ● Save the workspace. Open the crash dump file. Windows Software Development Kit (SDK)

  • Page 158: Display Issue: Pixel Anomalies

    Lookup for Bug Check 0xC2. Display issue: pixel anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might have minor cosmetic manufacturing anomalies or irregularities such as bright or Chapter 7 Troubleshooting guide...
  • Page 159 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 160: 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 161: 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 162: 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 163: 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 164: Creating A System Restore

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

  • Page 165: Changing The Computer Boot Order

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

  • Page 166: 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 167: Updating The Bios

    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 SoftPaqs . website are packaged in compressed files called Some download packages contain a file named Readme.txt, which contains information regarding...

  • Page 168: 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 169: Tpm Bios Settings (Select Products Only)

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

  • Page 170: Using Hp Pc Hardware Diagnostics

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

  • Page 171: Accessing Hp Pc Hardware Diagnostics Windows From The Start Menu (Select Products Only)

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

  • Page 172: Installing Hp Pc Hardware Diagnostics Windows

    HP UEFI support environment because only .exe files are provided. For more information, Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 163 If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.

  • Page 173: 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 174: 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 175: Customizing Remote Hp Pc Hardware Diagnostics Uefi Settings

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

  • Page 176: Specifications

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

  • Page 177: Solid-State Drive Specifications

    Table 11-2 Display specifications Metric U.S. Active diagonal size 40.6 cm 16.0 in Resolution 1920 × 1200 (WUXGA) 2560 × 1600 (WQXGA) Surface treatment Antiglare Brightness 300 nits (45% NTSC panel) 400 nits (100% sRGB panel) 1000 nits (privacy panels Viewing angle UWVA Backlight...
  • Page 178 *1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications might differ slightly. NOTE: Certain restrictions and exclusions apply. Contact support for details. Chapter 11 Specifications...

  • Page 179: 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 180 If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu. Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection to return to the prior menu. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu.

  • Page 181: Nonvolatile Memory Usage

    System boot ROM (BIOS) Non-volatile 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 182: Questions And Answers

    HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the operating system. Examples of this requirement would be if you upgrade or downgrade the OS.

  • Page 183: Using Hp Sure Start (Select Products Only)

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

  • Page 184: 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 185 Table 13-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number Germany India Israel Italy Japan Netherlands KEMA New Zealand SANZ Norway NEMKO People's Republic of China Saudi Arabia SASO Singapore South Africa SABS South Korea Sweden SEMKO...
  • Page 186 For 127 V AC, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V AC), with UL and CSA or C-UL marks. For 240 V AC, the flexible cord must be Type H05VV-F three-conductor, 0.75 mm²...

  • Page 187: 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 188: Index

    33 caring for wood veneer 35 fans backup, creating 153 disinfecting 34 illustrated 23 backups 153 HP Easy Clean 33 removal 60 battery removing dirt and debris 33 spare part numbers 23, 60 illustrated 23 components fingerprint reader board...
  • Page 189 HP PC Hardware Diagnostics UEFI service 16 downloading 163 wireless certification 16 packaging guidelines 29, 35 failure ID code 162 WLAN 16 pointing device, product HP Hotkey Support left side components 7 description 4 software 163 lights ports starting 162, 163...
  • Page 190 USB 5 Gbps port, identifying 6, 8 tools 153 spare part numbers 21 USB Type-C power connector and regulatory information specifications 167 Thunderbolt port with HP Sleep regulatory label 16 solid-state drive quick access door and Charge, identifying 8 wireless certification labels 16 removal 43...

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